Self-service

Empower your customers to answer questions and manage accounts on their own with the inContact CTI-enabled IVR system. Customers will enjoy the convenience of self-service without impacting your live-agent call volume, ultimately increasing company productivity and profitability. You can give them the option to check an account balance, look up the status of a trouble ticket, or find the nearest store.

What is the best use for a self-service system?

Self-service is best suited for simple transactions that require little caller input and have straight-forward system responses. These are often “single question / single answer” situations. For example, repair departments can off-load answers to the question, “When will my part arrive?,” by prompting the caller for an ID number.

How does the system identify the customer?

Computer Telephony Integration, CTI software . The system is able to “speak” with your corporate database and retrieve customer information for the caller. For example, if a customer enters their account number, the system could pull the balance due and balance date on their account.

How will self-service impact my workforce?

With customers accessing and managing their own accounts, your workforce can focus on critical and complex issues that customers can’t solve on their own. It also reduces the number of agents needed to manage daily contact volume. Additionally, with a self-service option for the most popular customer service needs, customers can access information on their own during off-hours, resulting in a smaller workforce during those hard-to-staff shifts and increased customer satisfaction.

Self-service also helps reduce agent burnout. As agents spend less time on mundane tasks, they can spend additional time handling interesting or more challenging calls.