To combat this, IT teams should utilize six best practices found in this whitepaper:
Understanding what customer service teams actually need.
Aligning with the overarching customer experience strategy.
Implementing robust integration between systems.
Adding robust knowledge management.
Enhancing performance management.
Using a digital experience platform.
In addition, this guide includes a success story from a global leader in retail and wholesale telecommunication services that implemented a self-service portal to:
Reduce customer account set-up time to just a few minutes.
Accelerate and improve the onboarding workflow.
Improve user experience with an intuitive interface.
Provide immediate access to relevant content and transaction details.
Fill out this brief form to download a guide that will walk through how to implement self-service in order to run a cost-efficient and scalable customer service program.
