Dezide Self Service is a software solution designed to empower customers to resolve technical issues independently through online self-service portals, mobile applications, and integration with front-end assets. The platform provides interactive troubleshooting guides, leveraging machine learning to continuously optimize content based on collective user experience. Customers can access easy-to-understand guides, complete with graphics and videos, to address common problems. If an issue cannot be resolved, the system enables a transparent transfer of the case to a support agent, ensuring all diagnostic data is preserved. Dezide Self Service reduces the volume of calls to support centers, increases customer satisfaction, and ensures consistent, high-quality support across all channels.

Key Features

Interactive Troubleshooting Guides Step-by-step guides help users diagnose and resolve issues on their own.

• Guides are accessible via web portals and mobile apps.
• Content includes graphics and videos for clarity.

Machine Learning Optimization Guides are automatically updated based on user feedback and operational data.

• The Guide Optimizer analyzes collective experience.
• Ensures content remains relevant and effective.

Multi-Channel Knowledge Base Unified knowledge base for both self-service and agent-assisted support.

• Access control for different user groups and channels.
• Consistent information across all support touchpoints.

Seamless Escalation to Support Transparent transfer of unresolved cases to call center agents.

• All diagnostic data and session history are preserved.
• Reduces customer effort and improves resolution times.

Benefits

Reduced Support Volume Decreases the number of calls and tickets to support centers.

• Frees up agents for more complex issues.
• Lowers operational costs.

Increased Customer Satisfaction Empowers users to solve problems quickly and independently.

• Minimizes wait times and frustration.
• Provides 24/7 support availability.

Consistent Support Quality Ensures all users receive accurate, up-to-date troubleshooting guidance.

• Reduces variability in support outcomes.
• Supports global and multilingual deployments.