On-Demand Self-Service Support Designed for Convenience
As today’s demands for digital convenience continue to rise, organisations 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 to help themselves. Whether in our own roles at work, or as a customer, we all expect to be able to find the answers we need quickly and effortlessly – So, why is that looking for solutions yourself feels like such a quest?
Sitel® Self-Service Content is designed to make the process of helping yourself simple and effortless. With easy-to-follow step-by-step tutorials and troubleshooting guides, we deliver engaging, well-organised and relevant information, structured to give effective and timely support customised to your product or service.
Self-Service Content Customised for Your Brand
At the core, Sitel Self-Service Content leverages a built-in Content Management System (CMS), supported by a solid infrastructure with 99.9% uptime, that simplifies the content generation process. Powered by this platform, our team of UX/UI experts supporting your brand can easily create, edit, organise and publish content at scale, ensuring it remains current, relevant and suitable for your needs.
Who Is This Solution For?
SEO-optimised websites, making information accessible to customers.
Your Team and Agents
A back office interface for agent consultation while engaging on text or voice channels with your customers.
Supporting Different Products Requires Different Types of Content
- Step-by-step tutorials
- Installation assistants
- Side-by-side comparison
- Product simulators
- Billing explainer
Uplift Your Brand with Smart Self-Service Solutions
First Contact Resolution Rate
Reduced Contact Volumes
Lower Average Handling Time (AHT)
Decreased 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, customise your web experience and optimise it, making it easy to find.
Customer Journey Mapping
Analyse and track complete customer journeys instead of single touchpoints, getting a detailed overview of your current support while uncovering opportunities.
Content Creation & Optimisation
Turn complex instructions into unparalleled content in terms of high quality, scale, and time to market, using the proper persona and tone of voice to significantly impact your support KPIs.
Set a memorable and frictionless experience by customising 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 optimisation (SEO) strategies.
More Than Just a Help Desk
Sitel Self-Service Content creates compelling support tools to help with your content needs across all channels, even outside your help centre. It is also the ideal complement to our Sitel® Knowledge Management — a comprehensive solution that provides accessibility and reliability to your content.