What is Web Self-Service?
Web Self-service is an approach to customer relationship management (CRM) and employee relationship management (ERM), a version of electronic support (e-support) that allows customers and employees to access information and perform routine tasks – typically over the Internet –, without requiring any interaction with a representative of an enterprise.
Guidyu CEM Platform for Web Self-Service:
Guidyu CEM Serve applies all the information access features of the Guidyu CEM Platform intelligence in order to guide users searching for support information relevant to the context of their search and to their interests, informs them of the solutions found by similar users searches and interactions.
The rich and continuous aggregation of the search criteria and personal preferences enables the system to generate fully qualified leads transferred seamlessly to the appropriately skilled support agents, either directly into the contact center or via other escalation methods such as email.
Unlike the standard search and recommendation engines, the Guidyu CEM Platform provides unified personalization, search and guidance throughout a coherent flow of interactions to deliver a unique customer experience.
Furthermore, each support session that ends up with an escalation to a human agent grants the opportunity for data enrichment. A successful customer interaction at the agent level means that this new knowledge is fed back into the Guidyu CEM Serve to handle future customer requests for the same queries.