2016 Customer Service Trends: “Humanless” Customer Service Driving Change
Tricia Morris
JANUARY 25, 2016
For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent via phone. A Turn Toward Less Human Customer Service.
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