How you create and assign these groups is as a lot as you, what your customers need, and what duties you are assigning your CSRs. Customer retention help automation can go away clients feeling underappreciated. In the self-service web age, prospects don’t need go-betweens to help them with what ought to be simple capabilities, like canceling their account. Self-service first; expert and empowered agents may help with extra complicated questions and requests. Banks that persistently optimise the client expertise develop sooner.