Process automation and inspiring service experiences are no contradiction.
Every day, employees answer all kinds of questions. The knowledge about how to answer those questions, however, is not recorded in the process. Web Self Service records and technicizes this inherent knowledge – using for example, the answers supplied by the ITyX product RESPONSE. With Web Self Service, you can achieve the balancing act between automation and customer engagement: Simple repetitive customer inquiries are automatically taken care of on the Website 24/7. Agents then have the freedom to create positive service experiences with your customers: With the chat, co-browsing, and mobile solutions of ITyX.
Self Service identifies repetitive questions from e-mail dialogs
Similar questions are recognized and answered closing the cases
With Self Service is it possible to answer between 25% and 70% of all web inquiries
Self-service software learns knowledge gaps: The context between the question and the associated answers and information is made accessible. The solution learns independently and requires minimal administration