Web self-service has surpassed the voice channel to become the most widely used communication channel for customer service. Empowered customers, especially younger demographics, are today more than happy to resolve problems for themselves rather than going to the cost, inconvenience and expense of reaching out to a contact center for assistance. Customers value the convenience, speed and anonymity offered by frictionless self-service experiences.
Verint Web Self-Service is underpinned by Verint Knowledge Management to provide intelligent and natural language search capabilities that guide customers quickly through every step of their interactions, from search to resolution. Contextual knowledge management helps deliver personalized responses relevant to each individual customer. Web self-service user interfaces that match your brand can be easily designed to integrate with your existing cross-platform web pages. Verint Case Management enables self-service users to launch and get status updates on cases directly from the self-service user interface.
Verint Web-Self Service can be extended with a variety of Verint omnichannel solutions that provide a frictionless escalation path for customers when web self-service is unable to meet their needs. Verint Web Self-Service complementary channel solutions include:
Verint Web Self-Service is available with these solutions:
With Verint Web Self-Service, you can deliver a great customer experience while encouraging customers to resolve their issues online.
Online engagement has grown to become a popular way for consumers to seek help or engage with brands across all industries. Read how a leading multinational insurer implemented web-based self-service to meet customer demand.
Learn why Green Shield Canada partners with Verint to modernize its contact center operations – from staff scheduling to quality management to knowledge delivery – giving its agents the tools they need to be their best.
With so many of your customers helping themselves, how can you be sure they are getting the information they need? What can you do if they aren’t? Check out Verint Self-Service Best Practices Guide to find out how.
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