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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.

  • Introduction
  • Self-service and automation options
  • Knowledge Base
  • IVR
  • Automatic Speech Recognition
  • Mobile Apps
  • FAQ
  • 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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