A Best Practice Guide to: Self-Service and Automation
For businesses to remain competitive, self-service and automation is an inevitable part of a contact centres evolution. But what are the most effective automation options?
Businesses that effectively integrate self-service as another channel in the ‘end to end Omni-Channel Customer Journey will successfully win and retain customers by delivering a seamless customer service.
This white paper will discuss the different options for self-service to help establish which solution is best for the business and customers. mplsystems will explore what
the future holds for self-service and give top tips of how to successfully implement self-service whilst highlighting common mistakes.
- Self-service and automation options
- Knowledge Base
- Automatic Speech Recognition
- Mobile Apps
- Virtual Assistants & Avatars
- Customer Online Portals
- Automated Web Chat
- Automated email, text and social
- Common self-service and automation mistakes
- What does the future hold for self-service?
- Getting self-service and automation right
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