With customer service now a critical part of any winning business strategy, understanding how to balance self-service support channels and agent-assisted service has become more important than ever before. How can you empower your customers with the ability to find the information they need on their own, while also ensuring the right inquiries are being pushed to agents?
Join us on December 20 as we explore this topic with Robert Sur, Head of Platform at Talkdesk, and Theresa Manzo, Head of Product at MindTouch. During the webinar, you’ll learn:
When to offer self-service vs. agent-assisted support and when it’s time to escalate
How to best enable agents to handle an inquiry that has been escalated from a self-service channel
The three key ingredients for creating a seamless customer service journey.
