A big part of reducing customer effort is removing the roadblocks to finding answers. So if your customers can find the answers they’re looking for without needing an agent, that’s not only going to help your bottom line but also result in happier customers.
By simply weaving proactive guidance and contextual knowledge right into your self-service help experience, you can enable quicker, more efficient interactions for your customers.
As soon as your customers log in and are verified, you can start proactively helping them. Whether they have an upcoming renewal or there’s been a status update on a previous inquiry, you can keep your customers informed and eliminate steps in their journey. The more that you can tell your customers, the less they’ll need to ask.
As your customers navigate your site, you can continue to provide knowledge that’s contextual and relevant to your individual customers throughout their self-service experience.
When your customers engage with your chatbot, your knowledge management content can now work in concert with Self-service Advisor in the chatbot experience—providing contextual help and presenting relevant articles to contain inquiries before an agent needs to get involved.
And if your customer does require an agent, links to the articles will be provided in the transcript to the agent, giving them additional insight into what the customer has already tried, and where they might be struggling.
Combine knowledge, decisioning and bots for a better customer self-service experience
For more information, see the "Implementing Pega Knowledge" chapter of the Pega Customer Service Implementation Guide on the Pega Customer Service product page.