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Self-Service and the Future of Customer Service - Jacada - Blog

Self-Service and the Future of Customer Service

As an increasing number of customers choose to do it themselves, it appears as though the most crucial technology in the future contact center will be self-service.

It should be clear to anyone that the customer experience today is vastly different to what it was just a decade ago. This is mostly due to the wide range of new technologies that have come to the fore, but it is also, at least partly, due to changing attitudes within the customer base itself. One thing that is obvious is that customers are only going to be demanding more from your organization’s customer experience as we move forward.

One of the key issues that is changing the customer experience is the blurring of the boundary between work and home. In other words, more customers want to engage with businesses outside of the traditional office hours. This means finding new ways to enable them to receive such service, on a 24/7 basis. Since very few organizations have the resources to employ agents on a full-time basis to meet this demand, the answer is instead to enable your customers to serve themselves.

This is ideal for a large portion of the customer base too, since customer attitudes have also shifted significantly in the past decade. Where before, their first instinct was to call customer service for help, most now prefer to solve problems on their own. The goal of self-service is to do everything possible to help customers solve the issue on their own, by empowering them with the information they need and giving them the flexibility to access it at any time. Of course, you still need to ensure, as much as possible, that you still have agents available if they are required.

Self-service, of course, is not only about enabling the customer to do things for themselves – deploying such solutions will reduce waiting in queues (and thereby dissatisfied users) and minimize support costs for your contact center as well.

However, on the customer service front, self-service is rapidly becoming a must-have, as a growing number of Millennials join the customer base. This is a market segment that is increasing in size, spending power and influence. It is a segment that generally demands instant gratification – the nightmare scenario for most customer service centers - and most crucially of all, it is a segment that prefers to do things for itself.

Surveys of Millennials have indicated that around two-thirds of this market claim to feel good about themselves, and the company they are doing business with, when they resolve a problem without needing actually to contact customer service.

This is a generation that actually wants to do it themselves and prefers to have total control over its own support experience. With this in mind, it is no wonder that Gartner has suggested that the future of customer service will be self-service.

Of course, it is one thing to offer customers – particularly Millennials – the option of doing it themselves, but unless you provide them with tools that appeal to their sensibilities, you are just as likely to irritate them as if you left them holding on the line for an agent for ages. And the Millennial market, more than any other, is the one most likely to take their business elsewhere, the first time they are left unhappy by your service.

This would seem to rule out using the most common contact center self-service method, which is the standard interactive voice response (IVR) solution. These have many faults, including the fact that users sometimes fail to discern what the automated voice is saying, or that the menus provided offer too many options. By the time the consumer has listed to half a dozen options, they have probably forgotten what the first one was. Besides, we live in a visual world, where it is easy to tune out a droning, robotic voice and perhaps miss the option you were waiting for. Basically, standard IVRs are often simply not equipped to help users solve the kind of problems that they want to sort out for themselves.

On the other hand, one thing you can be sure of is that most customers – and all Millennials, if we’re being honest – will have is a smartphone. This is why implementing a visual IVR solution could conceivably be the answer to your self-service challenges. This is a solution that effectively offers all the benefits of a standard IVR, without any of the drawbacks.

Visual IVRs take advantage of the fact that the customer has a device with a large screen, by delivering a menu that is visible and easy to scroll through. Even long menus are easy to handle, and it is generally a simple task to scroll back a screen if the user feels they have missed some important information. Ultimately, providing the menu visually effectively increases the users’ ability to both absorb and enter complex data.

Furthermore, by visually involving the customer and giving them a tactile experience into the bargain, you give them a genuinely satisfying experience that leaves them feeling happy about the transaction, once they have sorted their issue out for themselves.

Moreover, unlike a standard IVR, where failure to solve the problem means transferring back to the queue and holding for an agent, visual IVR is able to seamlessly connect customers who fail to solve their problem to other self-service options and/or an agent support resource. And the solution can even provide said agent with context, meaning they already know what the customer's issue is by the time they answer the call. When you have failed to solve your own problem, nothing makes you feel better than immediately having a sympathetic and knowledgeable voice on the other end of the line.

Still, there is little doubt that fewer and fewer such transitions are going to occur in the future, as customers become more adept at solving their own challenges, and self-service technologies continue to improve.

The easier contact centers can make it for customers answer their questions and solve their problems, without having to actually speak to an agent, the more likely it is they will find themselves ranked highly by those selfsame customers, who are able to do it themselves at the first time of asking.

One thing we can be sure of: consumers expect companies to keep improving their levels of service, and self-service is the only long-term solution to meeting such customer expectations. Moreover, as more Millennials enter the market, so the demand to ‘do-it-yourself’ is only going to increase, and companies that wish to remain at the forefront of customer service are going to have to ensure they have the best self-service technologies available in their contact center.


Publish Date: May 17, 2017 5:00 AM

2021 Buyers Guide Dialer Solutions

Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months
PH: +91-9549999916

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)
PH: +302109241486

Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)
PH: (+61) 406 501 368


Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
PH: +6188803111


Genesys PureConnect
Genesys PureEngage

Cloud IT Services GmbH

Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
PH: +49 351 44529800


With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511


Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.
PH: +44 345 0181 070

Nuxiba Technologies

Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.


Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.
PH: 877-588-2292


Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
PH: +441617102740

Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

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