Customer Self-Service Portfolio

Self-Service STRATEGY  DESIGN

      We identify your customer self-service opportunities.

  • Contact center volume and channel analysis
  • Call driver / issue resolution analysis
  • Customer service-related cost analysis
  • Web and contact center customer segmentation
  • Web and self-help deployment analysis
  • CRM integration and customer data access
  • Current call deflection / avoidance strategies

SELF-SERVICE Program MANAGEMENT

     We implement our WuLi Solution, and monitor results.

  • Customer-facing and agent-facing automated self-help
  • Peer-to-Peer community / socialization application
  • Intelligent Interactive Voice Response (IVR) implementation
  • Voice recognition / artificial intelligence application
  • Chat / eMail / Instant Message (IM) / Twitter integration
  • Rich media-based educational & instructional support
  • Customer analytics deployment and application
  • Quality & Assurance testing

ENTERPRISE SELF-SERVICE CONSULTING

      We help your company build a self-service culture.

  • Self-service integration for additional applications: customer service, technical support, product & service sales
  • Agent training to enhance WuLi Solution impact
  • Inbound and outbound cross- and up-selling, conversions
  • Inbound and outbound loyalty management, save desk, win-back, renewal
  • Guided self-help assistance and problem resolution