Webinar Replay – CET [Ep.3] 5 Steps to Self-Service Success

Webinar Replay – CET [Ep.3] 5 Steps to Self-Service Success

CX leaders want to improve their self-service capabilities to accomplish key goals: Get customers what they need without having to wait for a live agent; and offload agent interaction volume.

Ultimately, they want to improve the customer experience, achieve higher CSAT, and drive more revenue to the company.

But companies often have challenges establishing a successful self-service strategy. We have conducted research on what makes a self-service success, and will address these issues:

  • Why don’t more customers use our self-service knowledge base?
  • How can AI virtual assistants improve adoption?
  • What are the concerns with using AI in self-service, and how can we hedge against them?
  • What should I expect my self-service transaction volume to be?
  • What are the benefits of using self-service?

CET [Ep.3] 5 Steps to Self-Service Success

Presented by: Robin Gareiss, CEO & Principal Analyst, Metrigy
Date: January 4, 2021
Time: 1:00 pm ET

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