Web self-service does not mean that the clients rely only on the website; our employees from the client's service center will stand by 24 hours to solve client's problems.

网络自助服务并不意味着您只能面对计算机，我们的客户服务人员仍然会24小时守听，随时解决您提出的问题。

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Business applications include Customer Relationship Management, Regulatory Compliance, Contact Centers, Help Desks, Web Self-Service and Business Intelligence.

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Fast Data collects data about what customers on the phone are currently doing, or how they have recently interacted with the company in other various channels, including in-branch, or on the web via self-service features, instant messaging and email.

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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)