Digital Self-Service: Problems and Answers

Only 9% customers can fully resolve their issues via self-service

Customer Self-Service: Why Customers Prefer It and Business Challenges

Today, customer self-service brings to mind a wider range of self-service tools: IVR, Smart search, FAQ, knowledge base, live chat, chatbot, automated conversations, voice recognition and conversational AI, all of which mostly start off on a mobile device or smartphone. Per Gartner, 70% of customers are using self-service channels at some point in their resolution journey. But Gartner also says that only 9% can fully resolve their issues vis self-service. What are the challenges? Read to know.

5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know

In the quest for efficiency in customer care, customer service organizations are implementing aggressive self-service processes using web, internet, and phone technologies. Unfortunately, most such initiatives focus solely on departmental goals such as reduction of contact center interaction volume and neglect broader corporate objectives, jeopardizing the most valuable asset of an enterprise—the goodwill of existing customers. This white paper highlights five myths frequently encountered in the context of self-service strategies and implementations.

Eliminate Lost Sales and Bad Customer Experiences From Self-Service Search Overload and Dead-Ends

Web self-service has become the preferred method for consumers to buy products and get service, and keyword search has become the “de facto” self-service information-access method, thanks to the ubiquitous search box. However, as B2C interactions converge across sales, marketing, and service, and across simple informational queries to complex queries on problem resolution and sales advice, the limitations of keyword search start to show.


Deploying a virtual assistant on the website for self-service

Virtual Agents: 10 Deployment Tips

We have identified the critical factors that determine the success of a virtual assistant (also popularly known as virtual agent or chatbot). The top 10 tips derived from the study are presented in this paper…Read more…

Virtual Customer Assistants (VCAs): What Are They and What Do Customers Want

Virtual customer assistants are automated customer service assistants that businesses deploy to engage customers, answer questions, push web pages, and act as a concierge to initially field and handle requests. They are sometimes used synonymously with terms like chatbots, avatars, concierge, and virtual agents. Read more…


An independent survey of 3000 consumers by that was sponsored by eGain reveals that lack of integration with human-assisted service is the biggest pain point in using virtual assistants (VA).

The survey tries to find the answer to the question, “Are chatbots effective for customer service?” and gets the answer, “Yes.” Read report…

Successful Digital Self-Service: Some Case Studies

Leading Manufacturer of Doors and Windows Designs Exceptional Customer and Agent Experiences With eGain Knowledge

A large portion of their customers were going to the website for self-service, but ended up calling the contact center—in one year, contact center agents were handling 850,000 phone calls. How this century-old manufacturer overhauled its website for effective diagnostics, improved sales, and better digital self-help experiences is what this story is about…Read more…

High Street Fashion Retailer Styles Better Online Customer Journeys

Who could help the retailer in delivering effective, brand aligned self-service on the website so that online commerce flourished, and customers, for the most part, didn’t need to email or phone for support?…Read more…


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