Self-Service Support Designed for Optimal Convenience
As today’s demands for digital convenience continue to rise, organizations wishing to stay ahead of this new wave of expectation must be prepared to invest in more efficient self-service alternatives to respond to needs and help users help themselves. Customers and agents expect to find quick and convenient solutions to their inquiries without the need to ask for additional help.
Sitel® Self-Service Content is designed to make the process of finding answers simple and effortless, ensuring your support pages are concise, intuitive and customized for your brand. Engaging, well-organized step-by-step instructions help deliver effective and timely support across all digital channels, decreasing call volume and driving positive experiences.
Self-Service Content Customized for Your Brand
Sitel Self-Service Content leverages a built-in Content Management System (CMS), supported by a solid infrastructure with 99.9% uptime, that simplifies the delivery of Content as a Service. On this platform, our team of UX/UI experts can easily create, edit, organize and publish content, ensuring it remains current, relevant and suitable for your needs.
Live Support & Feedback
Sitel Self-Service Content offers rapid high-volume content creation that can easily integrate with your current platforms, providing your teams with applicable and prompt support content across all digital channels.
Empowering People to Solve Issues on Their Own
SEO-optimized websites, making information accessible to customers.
Your Team and Agents
A back office interface for agent consultation while interacting with your customers on text or voice channels.
Supporting Different Devices, Products and Services Requires Different Types of Content
- Step-by-step tutorials
- Flows such as Installation Assistants, Troubleshooters, Guided FAQs
- Bill Explainer
Uplift Your Brand with Smart Self-Service Solutions
First Contact Resolution Rate (FCR)
Reduced Contact Volumes
Lower Average Handling Time (AHT)
Decrease in Customer Churn
Take Your Self-Service Content to the Next Level
Our Sitel Self-Service Content solution consists of four key stages. We identify content requirements and automation opportunities, create unique content at scale, customize your web experience and optimize it, making it easy to find.
Customer Journey Mapping
Analyze and track complete customer journeys instead of single touchpoints, getting a detailed overview of your current support while uncovering opportunities.
Content Creation & Optimization
Turn complex instructions into content that is engaging and easy to use, with personalization that significantly impacts your KPIs.
Set a memorable and frictionless experience by customizing your customers’ journey with simple or complex thematic websites based on your brand requirements.
Continuously improve self-service success rates, findability and quality of your traffic with advanced search engine optimization (SEO) strategies.
More Than Just a Help Desk
Trusted by 70+ brands and 400 million users, Sitel Self-Service Content creates compelling support tools to help with your content needs across all channels, even outside your help center. It is also the ideal complement to our Sitel® Knowledge Management — a comprehensive solution that provides accessibility and reliability to your content.