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Customer Self-Service: Bridging the Gap

Every brand’s prior importance is designing customer experiences, keeping in mind the self service which is fast coming in trend. Gartner states 81% of the customers try finding the solutions themselves first and seek expert advice only when they can’t. Five rules for creating beneficial self-service options are:

• Making IVR options relevant which enables the customers to easily get to the option needed and can contact an agent in case of need.

• Training chatbots regularly by keeping them updated on information like brand prices, new product, product description etc. Also, availability of real time customer data which would provide assistance. Another step can be analyzing the tone of customers for providing a smoother conversation.

• Keeping agents on standby because computer programs cannot always resolve all kinds of problems.

• Updating the FAQs by analyzing customer feedback and service transcripts

• Using video tutorials so that the customer queries can be resolved having both subtitles and voiceovers in various languages.

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