While customers now expect you to offer self-service and want the ability to find the information they need on their own, there will still be times when the help of a live agent is needed. Asking customers to switch channels is a critical moment in the service experience, and if it isn’t handled well, you risk losing them to a competitor: 60% of consumers have stopped doing business with a brand due to one bad service experience.
A smart self-service solution detects when an issue is too complex or sensitive for self-service and intelligently escalates it to an agent with the right skills. In addition, the software passes along robust context to ensure the customer doesn’t have to repeat their story and the agent can provide a personalized interaction.
Intelligent escalation gives customers a hassle-free service experience, and can increase retention by 1% or more.