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

Presented by

Robin Gareiss, CEO and Principal Research Analyst, Metrigy

About this talk

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? We'll provide 5 essential steps to making your self-service strategy successful.

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Metrigy is an innovative research and strategic advisory firm that analyzes enterprise success metrics to advise companies on their technology transformation strategies. Founded by Robin Gareiss and Irwin Lazar, both renowned technology analysts and content developers, Metrigy focuses on some of the coolest and most interesting technologies: Digital transformation and digital workplace, Unified Communications & Collaboration (UCC), Customer Experience (CX) and contact center, Artificial intelligence and analytics.