Digital Self-Service Approaches & Practices to Reduce Assisted Contact Volume
Garner new perspectives and ideas to apply to your company's self-service strategy, by learning about the tools and approaches of other customer care organizations.
- 2:00 PM
Event Assets
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Description
Meeting the customer where they are can feel like a moving target. Customers may choose from several channels to engage first, depending on their issue, and they expect their answer to be there. Driven by what Rick Delisi calls a logical desire for convenience, and an emotional desire for agency, customers want choice and results at their fingertips for more and more of their interactions with your businesses.
This doesn't mean your customer doesn't want to talk to you. There are complicated, and high emotion interactions that cause customers to want to hear that solution and reassurance from your team. Self-service can also help to ensure your team is free to answer those calls by creating an alternate, and in many cases just as effective outlet for those quick interactions that don't fully engage the skills of your team. Self-service in this way becomes a win-win for you and your customer.
This is far easier said than done though, there are technological tools (and a rapidly advancing toolset) as well as training for both personnel and customers that need to take place to be successful. There is no one size fits all, or even most, approach. Every journey is unique, but we can learn so much from the experiences of others.
To help us on this journey, you will hear from member participants in a spotlight panel discussing their self-service journeys, as well as hear insight on self-service strategy from Charlie Godfrey, Senior Director of Genesys.
Join us from 9am to 2pm in person at the gorgeous Pyle center, or 9am to noon virtually to learn from the experiences of others and share your experiences with your peers!
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Agenda
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Additional Information
Location: UW-Madison Pyle Center (in-person); EventsAir (virtual)Location Address: 702 Langdon Street, Madison, WI 53706
Contact: Events Team, events@uwebc.wisc.edu