Reimagining the Power of Self-Service


The world of customer experience (CX) has shifted, with most customers now preferring self‐service to live agent assistance. The pandemic has accelerated this process, creating an urgent need for companies to accommodate their customers with quick and effective interaction options. As customer expectations for instant gratification become the norm, digital transformation is imperative for brands to stay competitive.

However, Reimagining the Power of Self-Service channels often lack the technologies needed to meet customers where they want in the digital world with frost. As shown in Figure 1 below, only 18% of customers rate digital/self-service CXs as events they would promote, which is much lower than how they rated robotics (41.2%) and artificial intelligence (AI) (34.8%) as promoters. Many of today’s self-service solutions are not meeting customer expectations because of limited capabilities, misunderstanding inquiries, sending customers to the wrong place, and lacking personalization.

It is not only about bots handling customer queries to take the load off live agents but also about how AI can continually learn, train, and build on the insights needed to automate tasks and organize information to make self‐service more effective. These rich-data-driven and AI-empowered insights make self‐service work. Smarter self‐service addresses today’s customers’ needs and allows agents to focus on complex tasks and deliver a better CX.

Why is the Shift to Intelligent, AI-powered Selfservice Essential for CX Organizations?

Keeping up with the changing CX frontier is more complicated than ever. Seamlessly integrating touchpoints along the customer journey has become the main component driving CSAT. One common component of mastering this digital mix, called deflection, is a way to accelerate issue resolution and reduce costs. Live interactions can cost companies 24 to 48 times that of self‐ service.1 While cost reduction is desirable, the benefits of intelligent self‐ service are two‐fold: increasing CSAT and improving CX. No longer just the preferred choice of millennials and younger digital natives, self-service that works has become the baseline expectation for almost all customers Power of Self-Service. Events, such as the COVID‐19 pandemic, have forced businesses globally—particularly healthcare, travel, and retail—to change how they interact with customers. All age groups now embrace digital technologies.

Cisco + Veeam: Better together

Modern, hyper-converged data centers require new levels of data protection beyond what legacy backup and recovery systems can deliver. To meet RTOs and RPOs, and eliminate Availability and protection gaps, companies must be able to instantly recover applications and data from any location, including any cloud. The combination of Cisco HyperFlex and Veeam Availability Suite delivers on all fronts. Its flexible, scalable architecture ensures Availability for the always-on enterprise. The German gas and electric utility SchleswigHolstein Netz AG opted for Cisco HyperFlex to keep up with growth in the monitoring system for its gas and electric grids, which together span 68,500 km (over 40,000 miles). It was already using Veeam Availability Suite in its VMware vSphere environment so opted to use it for the Cisco HyperFlex implementation as well.

Another example is Akris, an international fashion brand based in Switzerland with stores worldwide. When the company needed a scalable and secure infrastructure, it chose Cisco HyperFlex and Veeam Availability Suite. “Now with deep snapshot integration with HyperFlex, our backups and recoveries will be even faster, helping us deliver 24×7 operations,” said Akris CIO Thomas Käser.

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Reimagining the Power of Self-Service

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