Thu, April 24: Day 3 - AI Advisory Lab Day - Personalization and Contextualization, and Self-Service Models to Meet Customers’ Rapidly Evolving Needs
Customers expect convenient and efficient self-service options. Customer portals have emerged as a powerful tool for empowering customers to diagnose and resolve issues independently, reducing service call volumes and improving overall customer satisfaction.
In this session, Laura will explore the benefits, best practices, and challenges of implementing customer portals for self-diagnosis and self-service, discussing:
- The Value of Self-Service: Understanding the benefits of empowering customers to self-diagnose and resolve issues, including reduced service call volumes, improved customer satisfaction, and increased efficiency.
- Designing Effective Portals: Creating user-friendly portals with intuitive interfaces, comprehensive knowledge bases, and easy-to-follow troubleshooting guides.
- Designing for New Generations: Explore how evolving workforce expectations are shaping the need for intuitive, self-service portal experiences focused on simplicity, speed, and accessibility.
- Measuring Success: Tracking key performance indicators (KPIs) to assess the effectiveness of your customer portal and identify areas for improvement.
- Addressing Challenges: Overcoming common challenges such as portal adoption, technical issues, and ensuring a positive customer experience.
Check out the incredible speaker line-up to see who will be joining Laura.
Download The Latest Agenda