With the heightened customer expectations of today, investments in customer service (both assisted and self-service) must be made to keep up with demands. Backing this notion is a recent study by Bain & Company that reveals 80% of companies believe they are delivering a superior experience to their customers, while only 8% of customers agree.
Self-service to the Rescue
Self-service is an important component in improving overall customer satisfaction. Not only does it empower customers with 24/7 answers, information and updates – but for organizations, it also serves to deflect a high volume of frequently-asked-questions from high-cost, high-effort channels such as phone, email and support ticketing, so that customer service teams can focus on both improving service and information, and delivering superior customer experiences.
And customers are perfectly fine with getting their own answers. In a 2014 report titled The Real Self-Service Economy, 40% of approximately 3,000 consumers in a global survey said they prefer self-service to human contact for their future contact with companies; 70% expect a company website to include a self-service application. Read More