After being rapidly adopted as a necessity during the COVID-19 pandemic, self-service is here to stay. What options are now available and viable, and how do customers feel about doing the heavy lifting themselves?
To paraphrase an old adage – if a job is worth doing, it’s worth doing yourself, especially if the alternative is having to wait to get something done.
But a cohesive and convenient self-service experience depends on more than just implementing an automated tool or two in your tech stack. Businesses must make their self-service channels dependable and mobile-friendly, reducing the load on contact centres to solve problems.
Cerillion plc (LON:CER) is a leading provider of billing, charging and customer management systems with more than 20 years’ experience delivering its solutions across a broad range of industries including the telecommunications, finance, utilities and transportation sectors.