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...

Leading Energy Provider Takes Customer Service to the Next Level with Omnichannel Customer Experience

See how Shell Energy’s 1,400 agents used our platforms to reduce AHT by 50% and save £2 million in annualised operational costs.

Energy Disruptor Launches Omnichannel Service in a Digital-First Environment

Social Energy needed a customer service platform which would enable them to scale quickly help them deal with complex queries across multiple channels.

Leading Retailer Improves Contact Centre Health and Achieves 10% Efficiency Savings

Holland & Barrett’s omnichannel service platform allowed them to handle a 500% increase in contact volume and launch a dedicated HR line for staff in <72 hours.

Health & Leisure Organisation Implements Cloud Contact Centre Technology to Support Flexible Working, Improve Stability & Increase Flexibility

See how moving to the cloud meant Nuffield Health’s 630 agents could deliver a high level of service and customer experience.

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.

UK Tourist Attraction Optimises The Help Centre and Transforms Customer Interactions

Longleat Enterprises get the most from Zendesk platform and introduce new self-service capabilities to manage demand.

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.

E-commerce business uses ai-powered automation to resolve 2,000 tickets per week

musicMagpie uses Zendesk and DigitalGenius to manage inbound contact and halve resolution times.

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.

Utilities Company Take the Next Step in their Service Journey, Delivering a Continuous Omnichannel Experience with Uninterrupted Operation

Route 101 help Wales & West Utilities take the next step in their service journey, deploying Lifesize CxEngage and Key IVR to deliver a continuous omnichannel experience with uninterrupted operation.

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

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

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.

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.

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.

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.

A leading national supplier of rental equipment elevates its customer service with a bespoke omnichannel solution

Learn how MEP Hire worked with Route 101 to improve hire desk user experience, efficiency, and productivity.

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