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What is self-service automation? A guide from Dialpad's VP of CX

Jen Jackson headshot
Jen Jackson

VP of Customer Experience

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Contact Center Operations

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👀 Want to provide a better customer experience?

Grab The Contact Center Playbook, which includes real-life case studies and learnings from five contact center leaders!

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👉 Dialpad tip:

Make sure you have someone owning knowledge management for support—depending on how complex your organization is, it can be as simple as just maintaining and updating your FAQs or online help center, regularly reviewing and expanding your agents’ training materials, and so on.

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👉 Dialpad tip:

As you map everything out, try to plan the “happy path” and the “not-so-happy path” for a customer. This way, you’ll be able to be proactive and try to anticipate where you can make improvements in your customer experience.

Looking into self-service automations?

See how Dialpad Ai Contact Center gives you chatbot, IVR, and even more functionality that's designed to help take repetitive, low-value tasks off your agents' plates!