AWS Machine Learning
MARCH 31, 2023
Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01 per contact, while self-service channels cost about $0.10 They consistently see 90% of the QnABot traffic routing through the self-service option on the website.
Solvvy
OCTOBER 29, 2019
In fact, in 2016, 38 percent of respondents felt so negative about contacting customer support that they said they’d rather clean a toilet than make a call!). She wants to tap into a knowledge base that’s filled with useful information and intuitive to navigate, and get her answer in seconds.
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Eptica
JUNE 15, 2016
Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. This is putting a major strain on the resources within customer service departments and can lead to lengthening response times, upset customers, lost revenues and rising costs.
Talkdesk
JUNE 14, 2016
This week, we’re looking into self-service. Self-service is exactly what it sounds like: It’s when customers help themselves, rather than engaging with a company representative. Here are a few insights we found from around the web on self-service: Self-Service Revolution Ignites the Customer Experience.
Comm100
JANUARY 14, 2016
In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone. As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. These days, consumers expect easy access to customer service in every way possible.
Kayako
JANUARY 24, 2018
Self-service will become a form marketing. In 2016 one study found that 75% of companies said their top objective was to improve customer experience. Self-service will become a form of marketing. But surprisingly, 55% of customers find web self-service portals difficult to use.
Bold360
MARCH 9, 2017
As Forrester posited, we are in the Age of the Customer, and in this era of immediacy and availability, offering digital self-service is a requirement for any company hoping to provide high-level service for consumers. Consumers are used to comfort and convenience, and have little patience for hassle or waiting.
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