Aspect Via: Self-Service

Empower Today’s “Let Me Do It” Consumers

More and more often, self-service is becoming the preferred entry point to the customer experience, with ‘let me do it’ consumers looking for ways to get things done on their terms and on their schedules.


The variety of self-service choices is expanding beyond voice with digital channels, such as SMS and Facebook Messenger*, quickly gaining traction as consumers want convenient options that fit into their on-the-go lives.

* Coming soon

An Ecosystem of Choice

Self-service customer journeys can start anywhere and go down multiple paths as interactions unwind. More and more often, self-service is becoming the preferred entry point to the customer experience, with ‘let me do it’ consumers looking for ways to get things done on their terms and on their schedules.

With Aspect Via®, ensure uninterrupted conversations even as customer switch from one channel to another.

  • Preserve session state across touch points to ensure continuity of service and eliminate the need for customers to repeat information already provided
  • Complement inbound customer service with proactive outreach that can transform a one-way notification into a two-way conversation when needed
  • Make sure self-service applications are integrated into the larger customer experience and contact center infrastructure so agents are fully aware of prior customer actions and information already provided when transferring to live assistance
Ecosystem of Choice Diagram

Power and Convenience

Make good use of powerful technologies and available data sources to make your life and that of your customers easier and more productive.

  • Design self-service applications for one channel and then easily deploy on another for a consistent customer experience across all channels with reduced development and maintenance costs
  • Make conversational commerce a reality by infusing automated text interactions with natural language understanding technology that can extract meaning and intent
  • Impress customers by knowing their preferences as well as when and why they contacted you last through tight integrations with CRM systems that maintain context from one interaction to the next
Design once - deploy anywhere

Enhanced Customer Service, Reduced Costs

Deliver the variety of self-service options today’s ‘do it yourself’ consumer demands while economically enriching the overall customer experience.

  • Increase the number of interactions with your customers through intelligent self-service, building stronger relationships and brand loyalty
  • Elevate the role of the agent to subject matter expert and customer advocate now that they are freed from handling so many mundane, everyday interactions
  • Provide the variety of voice and digital self-service options that make consumers happy while keeping costs in check through increased efficiencies
Customer service pyramid