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Self-Service is Letting You Down; Here’s Why

Self-Service is Letting You Down; Here’s Why

In recent years, companies have embraced self-service solutions to replace the phone to manage debt conversations and FAQs. The biggest issue here is these companies are ultimately sacrificing customer intimacy for operational efficiency.

Watch the webinar on demand: Register here 

This trade-off comes at a cost. The loss of customer intimacy directly impacts customer experience, the ability to handle and manage multi-layered complex issues and ultimately, conversation and business outcomes. 
 
Self-Service is excellent for doing a range of specific jobs. However, customers on a self-service journey will still have questions that need answering and may need to engage with an agent. Traditional standalone self-service doesn’t allow any back-and-forth engagement or an opportunity to deliver more personalised experiences. 
 
So, how can companies marry intimacy with efficiency to create a win-win scenario? The answer is Conversational AI. With conversational customer engagement- automation, real-time data, blended chatbots/agents, and AI - you can introduce the one-on-one intimacy of a phone call to a digital channe.
 
As stated in above, reducing operational costs does not have to come at a cost to the customer; it is possible to achieve both.

Here's a summary snippet of the webinar:


 

In this 35-minute session we will discuss how to:
 
  • Make Self-Service work better for you
  • Achieve the right trade-off between being efficient and delivering on customer needs
  • Design a self-service journey underpinned by messaging to ensure customers complete the payment journey 
  • Increase collections by over 10% using 75% fewer agents

Watch the webinar on demand: Register here 

 

Everything you need to deliver great customer experiences and business outcomes

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METRICS WE’VE ACHIEVED

52%
Uplift in Payment Arrangements
42%
Increase in Agent Productivity
57%
Decrease in Operational Costs
48%
Increase in Customer Engagement

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