Self Service Solutions for Contact Centres

What is Customer Self Service?

Customer Self Service allows you to provide support for your customers and gives them the opportunity to problem solve and find their own solutions, without having to go through an agent or third party. The most common types of customer self-service include chatbots, knowledge base and FAQs.

Self-service isn’t a complete replacement for customer service but is increasingly fundamental in creating a positive customer experience, as well as freeing up your agents and saving time.

Machine learning and content cues to help monitor the content that’s doing well and the bits that need editing or attention. Automatically flag top performing content and archive or improve content that isn’t performing. Help content managers understand customer support trends from incoming support tickets and identify actions that they can take to address issues and give customers the most relevant content.
Unlock agent potential with instant knowledge-base access so they can help customers quickly with reliable content at their fingertips.

What Our Contact Centre Customers Are Saying...

Utilities company teams up with Route 101 to drive Gamma Horizon expansion

Route 101 and Wales & West Utilities partner to manage deployment across 46 sites and transition 635 users

Fleet rental specialist improves operations with a reliable service platform, maintaining continuity and avoiding disruptive outages

Fulcrum Automotive improves routing, reduces handle times, and unifies interactions with an all-in-one solution delivered by Route 101.

British bakery chain advances customer support with automation, chat, and an optimised help centre

Cooplands partners with Route 101 to refine its Zendesk platform, implement a Zendesk Messaging chat service, and improve self-service features.

Sports betting giant achieves 50% decrease in overall customer contact with Route 101’s help

Route 101 supports BoyleSports in improving customer satisfaction, expanding self-service capabilities, and streamlining support operations.

Organic farm and vegetable box delivery company transforms customer care with omnichannel and secure payment solutions

Route 101 helps Riverford unify contact centre technology with a streamlined solution that integrates systems, payment options, and a customer-first approach.

Prominent online tyre retailer in the UK teams up with Route 101 to revamp contact centre operations

Blackcircles improves automation, optimises workforce management, and introduces robust reporting to its contact centre with Route 101’s help.

UK food brand distributor partners with Route 101 to transform customer support with Zendesk solutions

All About Food elevates customer interactions with Route 101’s help and Zendesk Suite Professional across all channels.

Leading wholesaler of confectionary cuts first reply time by 90% with Zendesk

Route 101 helps Hancocks, the UK’s biggest supplier of wholesale sweets, slash response times from hours to minutes, and boost customer satisfaction.

Route 101 helps an events and exhibition venue to future-proof its customer services before a major international event

Route 101 supports ACC Liverpool in implementing Zendesk to allow its team connect more effectively with customers and serve across multiple channels.

Route 101 helps a rewards club to rebrand and relaunch the customer service estate with Zendesk

Learn how Virgin Red revamped the existing Zendesk platform to fully optimise its help centre and provide customers with self-serve capabilities.

UK’s automotive contact centre transforms technology set-up to drive operational improvements

Route 101 empowers Mitsubishi Motors UK to optimise its Zendesk instance and equips its team with expertise to manage and grow the platform.

Top UK payment provider works with Route 101 to modernise its contact centre and workforce management solutions

Dojo transforms its contact centre platforms and upgrades its WFM processes to deliver exceptional CX and drive growth with Route 101's assistance.

Government agency streamlines its casework management and maximises efficiency with Route 101's help

Route 101 implements Zendesk Suite Enterprise for efficient and automated management of customer service enquiries at PINS.

Online makeup and skincare retailer and subscription service fully automates 40% of its transactional queries

Beauty Pie work with Route 101 and Digital Genius to automate its operations.

BPO uses cloud contact centre software to double capacity during the pandemic

Teleperformance UK Group worked with Route 101 to implement NICE CXone - enabling the business to scale at speed and meet unprecedented levels of inbound demand.

Equipment Rental Group Power Omnichannel Service in the Cloud with Route 101

Brandon Hire Station boost sales and CSAT with Route 101 and partners.

Global Luxury Hospitality and Leisure Company Leverages Best-in-Class Platforms to Unify CRM and Contact Centre and Empower Personalised Customer Service

Belmond prioritises intelligent interaction routing and increased data insights with NICE CXone – implemented by Route 101.

Registered Charity Move Their Interactions Handling to the Cloud - Whilst Empowering Advisors to Work Remotely

See how moving to the cloud meant Teign Housing's advisors could get a handle on multiple interaction channels.

See More Customer Stories

Automated self-service solutions

Chat bots and Knowledge Surfacing

AI self-service solutions can improve the customer experience by automatically surfacing the right content when your customers need it most.

A high volume of one-touch tickets (tickets that were solved in a single interaction) could mean too many of your customers are contacting support when help centre content could have provided answers faster.

Developing easy, high-impact articles to answer frequently asked questions and address basic requests can free up agent time and create better, faster experiences for your customers.

IVR self-service solutions

With intelligent voice automation and a natural language IVR, customers can ask open-ended questions and receive answers drawn from your knowledge-base. Make it simple for your customers to ask questions over the phone and answer frequent queries without needing to take up live agent time.

By combining self-service with personalisation, your IVR system can become a tool to build your customer relationships.

IVR Solutions >>

Self-service payments

Let your customers pay bills or make payments within a self-service transaction while remaining fully compliant. Reduce risk and ensure payments and sensitive transactions are protected through our PCI-compliant platform.

PCI Compliant Payment Platform >>

Customer Self Service

Help your customers to help themselves with our omnichannel self-service solutions