Digital channels have proliferated as organizations take advantage of lower cost opportunities to service customers and also in response to customer demands. However, providing consistent experiences across digital channels remains a challenge and customers often see digital channels as a method to push off customer interactions.
Goals and Objectives
Clear options to customers for self-servicing through digital channels should be provided but with easily accessible escalation choices, resulting in lower customer support costs to the organization.
AI, analytics, predictive models, knowledge management, FAQ, content management, and omni-channel
Use Case Summary
Customer self-support is an option that is available anytime, anywhere, and from any device to support the customer in deriving the highest possible value from the product for which they are entitled.