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  • By John Hartmann
    Twilio's Omni-Channel Approach: A Self-Service Win/Win, Finally Realized Selfserv win-win

    The idea of “DIY” (do-it-yourself) is nothing new. Yes, it has grown in popularity recently due to tools such as Youtube, Instagram, and the like, but the concept of DIY has been around since the 1950’s. People take pride in being able to carry out professional grade tasks without direct aid from experts or professionals.

    In the Contact Center world, we want customers to have tools to do things themselves – without a live agent. The promise of self service has proven elusive. For decades we have struggled to provide rich experiences that create high satisfaction with self service applications. I submit that a combination of new capabilities, shifting customer preference for omni communications and an increased willingness to do-it-yourself has finally allowed us to realize the self service win-win where both businesses and customers benefit.

    Attempts at self-service in customer interactions

    The idea of self-service is sound; companies …

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