Help your customers help themselves - online.

An effective Web self-service interaction can be 10 to 20 times less costly than the most efficient agent-enabled phone call. But to reap these savings, your online self-service needs to be more than a FAQ listing or search tool. You need to deliver a customer service experience that is tailored for your customers as individuals, understands their intent, meets their expectations, and resolves their problems thoroughly and quickly. In short, you need a service experience that is satisfying for every customer, every time.

ATG Self-Service provides that service experience. With it your customers can help themselves, with access to highly personalized answers to their questions and the ability to complete their own transactions - without picking up a telephone. ATG Self-Service combines a state-of-the-art answer repository with award-winning multi-lingual natural language search and navigation capabilities. And it offers comprehensive business reporting that helps you better understand your customers' needs and preferences. The result: customer satisfaction and loyalty grows, while service costs diminish. Moreover, ATG Self-Service can be used as part of the Wisdom-enabled ATG Service Suite, to ensure the continuity of your customers' experience regardless of whether they interact with you via telephone, e-mail, Web form, or Web self-service.

Guide customers to the information they want - and help them act on it.

When a customer submits an inquiry to your Web site, ATG Self-Service generates answers tailored specifically to that user's segment based on real-time analytics that understand the customer based on both historical patterns and current behavior. Because ATG Self-Service accurately analyzes and understands individuals' differing information requirements, customers entering the same question receive responses that address their current inquiry and are tailored specifically to them. This is a vast improvement over conventional search technologies that offer generic lists of search results to any-and-all customers asking the same questions.

ATG Self-Service goes far beyond simply answering questions. It can guide the customer toward completing transactions such as upgrading a service plan, buying a product, changing account information, or adjusting investments. You can even turn a service inquiry into a revenue opportunity by presenting targeted and appropriate information, promotions, and product recommendations based on the specific profile of the customer and the questions asked.

ATG Self-Service is also available as a standalone engine that seamlessly embeds itself into Web sites and other applications. Seven levels of natural language processing analysis pinpoint answers buried deep inside large Web sites and document repositories, and delivers them with sub-second response times. For customers, it creates the kind of experience that increases loyalty and reduces sales barriers. For employees, it makes finding actionable information easier, enabling workers to increase productivity and avoid re-inventing the wheel.

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For more information or a product demonstration, contact your D2C2 sales representative. Or, request that an D2C2representative contact you.