There’s a fine line between customers wanting one-on-one service and not wanting any human interaction at all. You can help them find a balance by introducing your self-service options when a common question arises.
But remember! Always answer their question or complete their transaction first, before saying something like:
“Have you downloaded our mobile app? It’s a great way to pay your bill any time, even outside of our service hours. If you have a minute now, I can show you how.”
Our favorite self-service is ordering groceries online, for when we remember we need cookies at 3 a.m. What’s yours? Share it at firstname.lastname@example.org.