Portal:Customer Service Design Patterns

Pega Customer Service transforms the way customers are served in digital channels, in the contact center and in the field by enabling clients to differentiate their brands through world-class service experiences that are proactive, frictionless and omni channel.

Overview

Featured Patterns Creating new email channels in customer service Efficient Wrap-up in Pega Customer Service Best practices for building a taxonomy for Pega Knowledge Knowledgebase Links What's new in Customer Service Customer Service Knowledgebase Install Guide Featured Capabilities Pega Call Knowledge Management Chat and Messaging Customer Composite (360) Interaction Management Service Cases/Tasks Self Service Mashup Performance Industry Design Patterns Knowledge Management Pega Call Chat and Messaging Design Patterns Interaction Management Customer Composite (360) Service Cases/Tasks Self Service Mashup Performance Industry

A digital medium through which users access your application. Depending on your business needs, you can set up various channels for the same application. For example, customers can access an application for booking flights through a browser-based web channel, or through a mobile channel that relies on a mobile app. In addition, you can also build a Facebook chatbot for customers who want to ask questions about their booking. At the same time, you can set up a second, more utilitarian web channel to accommodate professional users, such as travel agents. By making an application accessible over several channels, you can reach a wide variety of audiences, and provide each user group with the most appropriate content and user experience.