Digital Self-Service

Digital Self-Service empowers customers with a digital experience to manage accounts make purchases, and resolve issues on their own without requiring assistance from a customer service representative or downloading an application. Companies with strong digital self-service strategies can deliver Digital Self-Service in any channel–email, SMS, chat, web, app, QR, or contact center–for an optimized experience that drives customer satisfaction and brand loyalty. Digital Self-Service reduces operational costs in your contact center by deflecting inbound callers to Digital Self-Service from the IVR menu. Because Digital Self-Service solutions like Callvu do not require users to download or sign up for an application, it reduces barriers to accelerate digital adaptation within your customer base.

Digital Self-Service is valuable for both customers and businesses. Customers benefit from an enhanced digital experience with streamlined micro-journeys that make it easy for them to achieve their own service tasks at any time and at their own pace. The combined benefits of Digital Self-Service add up to an overall reduction in operational costs and improved customer satisfaction.

Best practices for Digital Self-Service can be grouped into two key categories: customer experience (CX) and technology best practices.

Digital Self-Service Customer Experience Best Practices

• Personalized Experience: Enhance customer loyalty and the sense of connection with your customers by personalizing the Digital Self-Service experience. Include tailored content, such as greeting the customer by their first name and leveraging customer data to deliver customized reminders or product recommendations.
• Omnichannel: Deliver Digital Self-Service options across multiple channels to engage customers at their preferred touchpoint and create a unified, seamless brand experience that enhances loyalty.
• Feedback Loop: Continuous improvement relies on feedback from customers, and Digital Self-Service makes it extremely easy to integrate NPS and CSAT surveys within the micro-journey to confirm the effectiveness of the experience or quickly identify opportunities for improvement.

Digital Self-Service Technology Best Practices

• Replicable and Scalable Workflows: Automating end-to-end business processes on a powerful and intuitive drag-and-drop visual canvas that makes it easy for anyone to build, replicate, and modify custom micro-journeys.
• API Integration: With a low-code API interface, easily connect Digital Self-Service solution experiences to any existing back-end platforms and business processes.
• AI Integration: Leverage the latest AI technology to implement a powerful AI search tool that understands and responds to customers with customized, accurate, and helpful information.

A Digital Self-Service solution that includes these customer experience (CX) and technology best practices accelerates the adoption of customer self-service to reduce contact center costs.

Digital Self-Service helps companies significantly decrease cost-per-call (CPC) by deflecting inbound calls to digital self-service, reducing call volume, and improving important contact center metrics such as first-call resolution (FCR) and average handle time (AHT).

Digital Self-Service also helps companies reduce overall costs by avoiding points of friction that cause customer frustration and abandonment, such as long wait times. With Digital Self-Service, customers can skip the waiting for an agent and easily accomplish tasks on their own, improving customer satisfaction (CSAT) and customer retention, reducing customer turnover, and increasing customer lifetime value (CLV).

Digital Self-Service improves customer satisfaction and CSAT by freeing customers from long waits and delivering seamless customer journeys that make it easy for customers to solve problems quickly, at any time, and at their own pace without needing to engage with a customer service agent. In 2023, the Salesforce State of the Connected Customer survey reported that 74% of customers expect to be able to do anything digitally that they can do in person or by phone,* but there are common barriers to digital adaptation, such as the requirement to download an app, create an account, and remember login information. Leading Digital Self-Service solutions, such as Callvu, eliminate those barriers and meet consumer expectations by delivering secure Digital Self-Service journeys in any channel.

Digital Self-Service relieves contact center pressure by deflecting inbound callers to Digital Self-Service workflows, reducing wait times, shortening call volume, and freeing up valuable agent time to focus on higher-level interactions. Digital Self-Service solutions, such as Callvu, are proven to improve customer satisfaction and increase first-call resolution (FCR) while also decreasing average handle time (AHT) and cost per call (CPC).

Common use cases for Digital Self-Service are frequent and repetitive customer service tasks that customers can easily accomplish on their own without agent support. Digital Self-Service micro-journeys are extremely successful at improving customer satisfaction by empowering customers to easily access personal information such as payment history and balance statements and manage common account tasks such as scheduling appointments, adjusting subscriptions, making payments, resetting a password, changing an address, updating a credit card, or transferring the account owner.

Leading Digital Self-Service solutions such as Callvu enhance customer service offerings with advanced capabilities, such as easy access to real-time status information on shipping, returns, exchanges, and claims. I can also replace multi-step forms and applications with ultra-streamlined workflows and integrated functionality to instantly verify data.

Our team would be pleased to discuss the Digital Self-Service use cases that will improve your customer satisfaction and reduce contact center costs. Please fill out this form or visit the Callvu homepage.