Digital CX to Lower Your Cost to Serve
Deflect high call volume to digital self‑service to speed up resolution times. Transform a $10 call into ¢10. Save on headcount. Increase customer satisfaction.
- 40% reduced cost to serve
- 2x call center efficiency
- 30-50% call deflection to self-service
Turo Uses Digital Self-Service to Drive Agent Efficiency
The world’s largest car sharing marketplace built a call deflection to digital self‑service app to automate late car returns and accelerate resolution times.
- 13% increase in CSAT for late return requests
- Decreased agent AHT by 42%
- Integration with Zendesk
Your Customers Won’t Wait on Hold
Sending routine, high-volume requests to your call center is costly and inefficient. On average, customers wait 5-10 minutes on hold for customer support. Customers value fast resolution more than speaking to an agent.
of customers will leave a brand they love after one bad experience
of service requests is checking order or claim status – easy switch to self-service
Deploy Digital Self-Service
Manage call volumes with self‑service digital journeys for common requests (e.g., account updates, service changes, beneficiary updates). IVR deflection to self‑service decreases agent AHT while increasing CSAT from faster resolution times.
Components Commonly Used
- IVR Flow
- Built-in TCPA Compliance and Mobile Opt-in
- Digital Form
- Chat Bot
- Omnichannel Notifications
- API Integrations with Core Systems
How It Works
Our customers achieve on average 40% annual cost savings with digital deflection. Assess your cost to serve, call volume, and call handling times to see opportunities for digital self‑service.
Use Cases Across All Industries
First Notice of Loss (FNOL)
Self-service beneficiary changes
Policy transaction status
Agent-triggered digital intake for new account
Self-service for account changes, vacation notices, freeze requests
Energy & Utilities
Emergency service request (e.g., report outage or incident)
Field Service Scheduling
eCommerce & Retail
Where is my order? (WISMO)
Subscription management (e.g., update credit card)
Agent-triggered PCI-compliant digital payments
Claims payment status