Use Self-Service to Empower Customers

Design a FAQ and knowledge base

Provide accessible information to customers for issue resolution without issue creation.

Maintain a customer-accessible FAQ page to minimize redundant queries and unnecessary issue creation.

Lighten call center workloads

Enable customers to create, submit, and track their issues independently.

Guide data entry and ensure correct and sufficient data collection with category-specific forms.

Implement self-service issue tracking

Enable customers to track and update their issues through self-service.

Self-service integrated with all channels

Allow customers to access self-service across all channels.

AI-supported self-service

Utilize AI for issue analysis and routing to the relevant department and workflow.

Provide customers with auto-generated issue status change notifications

Use automated notifications to keep customers informed about issue progress.

Remember: No code, no cry

Design separate self-service forms for each issue category without the need for IT and coder support.