Self-service is now often the first choice when your customers have a question – with a recent survey showing 81% prefer to use a self-service to resolve their queries. As mobile devices have become widespread, self-service has grown from simple interactive voice response (IVR) applications to a robust ecosystem of ways for customers to access information, including SMS, mobile web applications or social media.
The Aspect Customer Experience Platform (CXP) makes it easy to design, implement and deploy customer contact applications across multiple communications channels, like voice, text (IM, SMS, USSD), mobile web, social networks like Twitter and smartphone applications. With CXP, it’s easy to implement personalized self-service that gets customers a first-contact resolution – freeing up your contact center agents to address more complex problems. CXP enables your brand to: