REPORT

Personalizing Self-Service Experiences

A personalized self-service strategy makes your customers' lives easier, improves deflection, and enhances workflow efficiency.

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What is this report about?

In theory, self-service is a pathway to customer satisfaction. In practice, self-service can be a major source of frustration. 

What is causing the disconnect? The answer is simple: self-service initiatives have long been rooted in call deflection rather than customer empowerment. 

This report will cover how to enable customers to successfully solve problems on their own by using the right channels and technology. 

Here’s what you’ll learn:

  • Where so many companies go wrong with self-service and how to avoid those mistakes
  • Five keys to personalized customer service
  • How to create a successful self-service strategy that’s convenient for customers and agents alike
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