Customer self-service
Give customers a direct route into your service process.
The Voz360 web self-service portal is another source of customer conversations. Combine portal access, forms and live chat with the conversation process your agents already use, so customer-submitted information stays part of the service record.
I have a question about the service update.
THE WORKFLOW, EXPLAINED
How does the Voz360 self-service portal connect to support?
The Voz360 web self-service portal is a source of customer conversations. Customers can submit information through forms, and agents can handle the resulting request alongside other channels. Customer360 retains forms and live chat as part of the service history.
INSIDE THIS CAPABILITY
Understand what the team can do, and how it connects.
Customer self-service
Bring web requests into the same conversation process
Customers can use the web self-service portal as a direct point of contact. Requests become conversations your team can manage alongside email, SMS, social and messaging work.
Use the web self-service portal as a conversation source.
Capture the information needed to understand the request.
Route the resulting conversation through the team's service workflow.
Keep handling and follow-up activity connected to the request.
Customer self-service
Capture useful information through forms
Forms help customers give the team the details needed to start handling a request. Customer360 brings forms into the customer's connected history, while custom conversation forms structure the team's own work.
Collect customer-submitted information in forms.
Review forms through Customer360.
Use custom conversation forms and properties in the handling process.
Consult the earlier customer history before following up.
Customer self-service
Connect live chat with ongoing customer service
Website live chat can become part of the customer's wider service history. Agents can review the chat alongside conversations, calls, voicemail, feedback and forms when the request continues beyond the first exchange.
Support website live chat interactions.
Bring live chat into the Customer360 view.
Collaborate or transfer the related conversation when needed.
Include chat in the agentic AI quality management process.
FOLLOW THE WORK / ILLUSTRATIVE SCENARIO
Make a portal request ready for the handling team
A customer submits a service request online. Useful form details give the receiving team a clear starting point when the conversation is created.
- 01
Submit
Capture the customer's request and relevant form details.
- 02
Create
Bring the portal request into the conversation process.
- 03
Handle
Route, structure and collaborate on the work as needed.
- 04
Follow up
Consult the submitted form when replying or taking a call.
QUESTIONS & ANSWERS
What else should your team know?
Explore the details behind customer self-service.
Does the portal create conversations?
Yes. The web self-service portal is a source of conversations in Voz360. These requests can be handled through the same conversation management and service workflows as requests from other connected channels.
MAKE THE EVALUATION SPECIFIC
Connect your web request to a complete service process.
Bring a form customers use and the handling steps that follow submission.