We all know that self-service empowers customers to help themselves and reduces costs with case deflection. But did you also know that your business and customers can get more from self-service by making it a fully connected experience?
Frost & Sullivan research routinely shows that improving the customer experience is the top IT priority for almost all organizations, regardless of industry or size. But as they embrace new tools to make that a reality, many companies fail to deploy help center and portal capabilities that use customer data to maximize the benefits of personalization.
To ensure you are reaping all the rewards of self-service, it’s critical to invest in tools that leverage automation, artificial intelligence (AI), and help-related content to deliver a truly customized experience. Leveraging the data you already have in your CRM system will not only help you cut costs—it will also let you deliver an exceptional, personalized experience every time, on any device, giving your customers the information they need to take more-immediate, better-informed action. And your company can track and use self-service interactions just as they would live exchanges, creating new opportunities and boosting revenues down the line.
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