Customer self-service isn’t only beneficial to your business, customers prefer it. When they need something, the first step they take isn’t necessarily reaching out to one of your agents. They’re more likely to search the web, your website or mobile app first. Effective KCS for customer self-service can improve NPS and customer satisfaction (CSAT) and reduce customer effort scores (CES). Watch now to learn more about how NICE CXone Expert content management supports self customer service.
CXone Expert knowledge management
Great experiences begin with knowledge. CXone Expert knowledge management makes sure that your customers and agents get that knowledge in the form of the information, answers, and support they need wherever they are along in their journey.
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.