Whether it's chatbots, communities, IVR systems, or FAQs, customers expect round-the-clock access to support, and they prefer firms that provide it. This is why present-day businesses offer a plethora of self-service mediums.
In 2020, self-service channels witnessed an uptick in usage with average 47% enterprises witnessing an increase in overall online community visits. But research by TSIA suggests that self-service channels seemed to have missed the mark with self-service CSAT declining from 3.7 to 3.56 over the past 3 years. Had these channels been a tad more effective, only a fraction of those users would have created tickets. But how did both, customer and self-service, channels fail to deliver?
When it comes to self-service and support, most modern enterprises struggle with siloed infrastructures, which takes a hit on their self-service CSAT and CX. Having enabled leading high tech customers save millions of dollars in case deflection to piloting next-gen support applications on top of a cognitive platform, Alok Ramsisaria, CEO, Grazitti Interactive and Vishal Sharma, CTO, SearchUnify, shared some crucial insights at TSIA Interact 2020 on the role of cognitive technology in evolving the support and self-service CX realm.
Key Takeaways from the Session:
