The path toIntelligent Service
Businesses that understand their customers' expectations can deliver intelligent service. It's about engaging customers with proactive, contextual, and personalized experiences across all channels in real-time.
Score your organization's customer service strategy with this tool and learn how you can deliver more intelligent service.
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Digital Channels
Do you offer customer service through the digital, social, and messaging channels your customers prefer to use?
Next
Digital Service
Are customers able to troubleshoot service issues using automated tools?
Next
Proactive Service
Are you able to derive insights from your customer data and provide proactive customer service?
Next
Knowledge Management
Do you have knowledge embedded in your agent and customer experiences through self-service tools, search, or proactively surfaced articles?
Next
Decision Automation
Do your agents have automated tools that help them provide personalized advice and decision-making?
Next
Application Integration
Are your applications integrated across all customer touchpoints to give you a full view of your customers’ journey?
Finish
Select your functional areaFunction
Here’s how your business is doing
Opportunity for improvement
On track
Select your functional area Function
Here’s how your business is doing
Opportunity for improvement
On track
Digital Channels
Allow customers to get help anytime, anywhere, through any channel they prefer, including digital, social, messaging, and mobile.
Digital Service
Automated self-service helps customers resolve issues on their own terms, reduce service costs, and lighten the load on agents.
Proactive Service
Use data to predict when your customers need help so you can offer proactive service at the right time and in the right place.
Knowledge Management
Lead your agents and customers to the exact answer to their question with intelligent, contextual search that serves up the best answer quickly, regardless of channel.
Decision Automation
Provide consistent, personalized advice and decisions across all channels and in any language with advice and decision automation.
Application Integration
Create a unified view of the customer by connecting online and offline data sources across all your CRM, ERP, and other data sources.