Self-service platforms allow customers interacting with contact centers to find answers to their questions or resolve their own problems. This increased efficiency empowers a customer base and can increase brand loyalty and customer engagement.
By providing access to relevant information or facilitating the services needed to resolve customer issues, contact centers boost the productivity of their agents, who are free to handle more complex problems. Today’s self-service portals are easily accessible, user-friendly and operate across both desktop and mobile smart devices. Utilizing resources such as chatbots, knowledge bases or frequently asked questions (FAQs), customers can access information relevant to their account and call history, as well as details related to the products and services they’re inquiring about.
Self-service platforms help contact centers save time, effort and money by empowering customers to resolve their issues independent of agent interaction.