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Customer self-service best practices, such as the use of virtual assistants and omnichannel access, can reduce contact center wait times and enhance overall CX.

When organizations empower customers to help themselves with self-service technology, they can improve CX and sales.

Voice channels may never go away, and they continue to rank as the second-highest customer interaction channels behind email. However, many customers prefer to handle their issues themselves or through the help of virtual assistants. To enhance CX, contact center leaders can follow customer self-service best practices, such as updating knowledge bases, using virtual assistants and embracing omnichannel capabilities. In fact, self-service knowledge bases can improve customer ratings, revenue and agent productivity, according to the Metrigy study “Customer Engagement Transformation: 2022-23.”

Explore six ways that CX leaders can optimize customer self-service performance.

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Robin Gareiss

Robin Gareiss is CEO and Principal Analyst at Metrigy, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers focusing on customer experience and engagement, digital transformation, and contact center.