Automation in customer service is all about getting maximum returns out of minimal investment. Essentially, we want to automate the largest number of enquiries possible in a single, sweeping change.
If 60% of your enquiries involve helping users change their passwords, 25% want to pay a bill and 15% want to check their balance, it makes sense to start by automating the password-changing process. In one fell swoop, you’ve reduced call volumes by as much as 60%.
Of course, this all depends on you understanding what your customers want and why they’re calling. Without this information, you’re making decisions in the dark and cannot be expected to significantly increase self-serve uptake. So, analyse why your customers are calling, work out where self-serve will have the biggest impact and start there.