For example, with a self-service debt management portal, customers can access their account information, check their balances, view their payment history and make payments.
For businesses, self-service portals reduce the number of customer service agents needed which in turn reduces operational costs.
Self-service portals are becoming increasingly popular as a way to improve customer service and reduce customer wait times. By providing access on demand, these portals eliminate the need for customers to phone into call centres, and then have to wait on hold to speak to a representative.
These portals also offer organisations valuable customer insights. By providing access to data on customers' interactions with the portal, organisations can gain valuable insights on customer preferences, usage patterns, and more. This data can then be used to improve customer service, streamline processes, and optimise the customer experience.
A step-up from standard self-service is conversational self-service. This is when conversational AI messaging is an integral part of the customer journey with an AI chatbot guiding the customer at every stage. This makes sure customers aren’t left frustrated because the bot will jump in when called on or if it detects that a customer is stalling or has dropped off.
On the whole, customers prefer to engage with an AI chatbot as it is quick, convenient and it avoids having to get into sticky conversations around debt and payments. Also, it side-steps long call-waiting queues and the customer can be dealt with instantly at a time that suits them.
Conversational self-service portals effectively add another channel to the digital multichannel engagement suite and the channels interact seamlessly.
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