Digital Self-care

As revenue and margin pressures force CSPs to focus on cost savings, one of the areas that are traditionally expensive to manage is customer operations. CSPs are looking to reduce the operational cost by shifting many of the tasks ‘left’ i.e. towards the customers. Digital self-service is the overarching term for customer service tactics that empower end-users to independently resolve issues or answer questions through digital channels via a variety of approaches including – knowledge portals, chatbots, automated IVR, expert’s community groups, etc. Further advances in technology like AI/ML, AR/VR allow CSPs to leverage these to further digital self-service and provide unique and differentiated propositions to customers. As per a Gartner report “self-service is becoming the norm as customers increasingly expect an effortless experience at scale.” They predict that by 2022, 85% of customer service interactions will start with self-service.