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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


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.