Flex for guided self-service

Adobe® Flex™ 2 can simplify complex, multistep processes in a single, dynamic interface that provides a higher level of service to customers and end users. Guided self-service applications give users relevant information in the context of the transactions they're trying to complete. They also can provide in-context prompting through audio and video integration, allowing for just-in-time delivery of multimedia help or real-time collaboration between customers and representatives.

For example, guided self-service applications can walk customers through processes such as online banking, new service selection, and quote generation — freeing call center representatives to focus on more critical issues. If a customer needs help, he or she can click on a button to co-browse or chat live with a representative.

Internally, guided self-service applications can help employees sign up for or modify their benefits enrollments. They can help customer service representatives navigate complex service offerings or the latest upsell and cross-sell specials they can present to customers.

Guided self-service applications built with Flex can:

• Improve customer retention through ease of use and anytime, anywhere access
• Increase opportunities for intelligent upselling and cross-selling
• Reduce operational costs through decreased paperwork and lower call center activity
• Decrease data errors