Contact centers strive to deliver efficient and effective customer service. Self-service solutions play a pivotal role in this effort, empowering automated systems to manage routine tasks while enabling agents to concentrate on resolving more complex customer issues. This approach enhances operational efficiency and improves the overall customer experience.
Self-Service: Boosting Efficiency, Satisfaction, and Savings
Self-service in contact centers translates to less manual intervention and faster service for customers. By offloading simpler interactions, it enables agents to focus on calls that require empathy, creative problem-solving, and deep product knowledge. This approach helps contact centers manage high volumes of inquiries without sacrificing service quality.
One of the first benefits is the fact that there is an improvement in efficiency, as you can see in the case of nib Group, which managed to reduce the volume of chats that its agents attended to 35%. This means less saturated agents that can focus on the reduced volume of requests that come their way.
This also translates into a better user experience, as in the case of the National Bank of Australia which managed to maintain a contention rate in its IVR of 80%. This means 80% of the clients who called the bank’s contact center managed to solve their issues without having to wait to be attended by an agent.
Self-service also allows for cheaper costs per interaction, which Calabrio estimates to be a tenth of what an interaction with an agent does.
Not to mention that, depending on how it’s implemented, a self service process is available 24/7.
Building Smarter Self-Service Solutions with Conectara
Achieving the full benefits of self-service requires more than just implementation. According to recent Garner research, only 14% of customer service issues are fully resolved through self-service alone. The key lies in pairing well-designed self-service processes with the right tools.
Our solution, Conectara, equips contact centers with the tools needed to build robust self-service systems that address common use cases—ranging from answering frequently asked questions and following up on previous interactions to tackling complex scenarios like credit collection and post-call analysis.
Request a demo today and see the difference Conectara can make!
Self-service doesn’t just improve the customer experience—it transforms contact center operations. By automating predictable interactions, agents can focus on solving complex issues, leading to higher satisfaction for both customers and staff. With Conectara, contact centers can achieve a seamless, efficient workflow that balances customer needs with operational excellence.
