Constituents want instant gratification—over 80% expect an immediate response to customer service inquiries. In fact, 60% actually prefer self-help for simple customer service tasks. It’s why providing great self-service is often considered the single most powerful improvement contact centers can make.
Join industry experts as they reveal 3 simple steps to getting self-help (and instant gratification) right:
- Choose the right chatbot and virtual agent solutions for your organization.
- Get the right information and services to constituents more quickly.
- Optimize experiences for the public and your workforce.
Get the rundown on knowledge management with Knowledge Rocks
Instant gratification means getting what you need when you need it. For customers needing support, that means proactively providing answers to their issues—24/7, on the channels they prefer. No spinning wheels, no long wait times, no third-party how-tos on YouTube.
7 trainable soft skills for outstanding agents
The average contact center manager spends 35% of their time looking for coaching opportunities, but only around 7% of their time actually coaching.