Businesses continue to deliver virtual options for customers to buy products, visit the doctor, take a class, and address service issues. With fewer people visiting physical locations following the COVID-19 pandemic, contact centers have seen a surge in activity.
As a result, customer experience (CX) and IT leaders are focusing on self-service capabilities by improving knowledge bases and pairing them with virtual assistants to guide customers to resolution—with or without help from a live agent. The goal of self-service is to serve as many customers as possible without human intervention. It’s typically less expensive, and the customer satisfaction rate is higher because they get their answers quickly and in the format they want.
