The New CX Reality – Your Organization Needs to Offer Customers Easy-to-Use Self-Service Options

Posted by lantelligence on Nov 13, 2020

Discover how using tools like web, chat, chat bots, and AI Agents are crucial for your contact center by reading Part IV now. 


In Part Three, we discussed the importance of having key applications and data integrated to provide customers a pro-active experience. Check it out here to get the full details. 

In Part Three of our Five-Part Series "The New CX Reality – Your Organization Needs to Offer Customers Easy-to-Use Self-Service Options," you will discover Market Force Number Four to better learn why Self-Service options for your customers are crucial at your contact center. 

Market Force Four: Your Organization Needs to Offer Customers Easy-to-Use Self-Service Options 

Using self-service tools like web chat, chat bots, AI Agents are a crucial part to providing customers access to the information quickly and accurately. They also are key to driving efficiency in your modern contact center.

By providing these service options you can greatly reduce manual repetitive task for agents and focus them on the key interactions that require human engagement and judgement. Tied with integration to your key databases these tools can be used for customers to complete transactions without having to wait for available agents. These tools also allow transactions to be driven by the customers channel of choice as well.

Want more insights? 

This concludes Part Four of our Five-Part series. But, it doesn't stop here. Just recently, we aired a webinar "Breakthrough Contact Center Technologies to Engage Millennial and Gen Z Customers" with contact center experts John Triano of Inference Solutions, Tony Poer of 8x8, Vasili Triant of UJET, and host Mike Aoki of Reflective Keynotes, Inc. We discussed the cutting-edge technologies that you should be using at your contact center today. You can watch it here.

Speak to The LANtelligence Team today. 

If you'd like to speak with us directly about how you can transform your CX at your contact center, contact us today. Stay tuned for more. 


Tags: Customer Experience, CCaaS, CCTR Operations