A multi channel capability adding self-service, mail, call center and partners was desired to off load the case workers and process customer needs in a timely fashion.

需要一种能够增加自助服务、邮件、呼叫中心和合作伙伴的多渠道能力，以减轻社会工作者的工作量并及时处理客户的需求。

youdao

Success in the smartphone market promises another beneficial change for both Geico and its customers: the movement of many of those customers from call-based customer service to online self-service.

在智能手机市场的成功可以让Geico以及它的客户都受益：让那些基于呼叫中心的服务转变到在线自服务上。

youdao

Supports call-center productivity and Internet-enabled customer self-service and improves overall operations.

支持呼叫中心效率和基于Internet的客户自助服务，改进了总体操作。

youdao

From my experience, there are a few good ways to do that: make online self-service links prominent on your website and always offer them anywhere you provide your customer support number, integrate online help throughout key processes, promote Web and self-service resources in telephone hold messages, let call center agents notify customers of self-service options, and reply to email questions with the link to self-service content to re-enforce self-service availability.

FORBES: Eight Steps To Great Customer Experience (Part 1)

With self-service, we will find more automation of what, today, we call the service desk.

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