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