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The Rise of Self-Service: How Changing Consumer Demands Require New Options

Kustomer

Consumer demands are at an all time high. According to Kustomer’s latest research, a whopping 90% of respondents think contacting customer service should be easier, and 85% of respondents think customer service should be faster. Self-Service Appeals to the Consumers of the Future.

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The Rise of Customer Self-Service: How Changing Consumer Demands Require New Options

Kustomer

Consumer demands are at an all time high. According to Kustomer’s latest research, a whopping 90% of respondents think contacting customer service should be easier, and 85% of respondents think customer service should be faster. What is Customer Self-Service?

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New Research: Digital Self-service Now More Popular than Calling Customer Service

CSM Magazine

60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research. And 60 per cent would now prefer not to call a live customer service person at all if they can solve their issues themselves using online resources.

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5 Ways to Reduce Holiday Lines and Customer Wait Time

Comm100

You’ve probably noticed that customers hate waiting, whether it’s in person, online or on the phone. 41% of shoppers have abandoned a purchase due to long wait times, and 86% avoid shops if they perceive the queue to be too long. But during the holiday season, an increase in wait time may be hard to avoid.

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Evolving to the Next Level of Self-Service: How to Future-Proof Your Engagement Strategy

Bold360

As the COVID-19 pandemic has shown, organizational agility is essential for crisis-proofing (and future-proofing) your customer and employee experiences. In this post, we’ll focus on phase 5, evolving to the next level of self-service. How do you define the ‘next level’ of self-service? Starting small is better.

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How to Optimize Your Customer Support Strategy (Especially in Times of Crisis)

Bold360

With customers moving so rapidly to virtual and digital spaces, organizations have been forced to pivot their customer engagement and scale their support capacities. . Building the agility needed to support customers and employees as they shift to digital channels, especially in times of crisis, takes digital maturity.

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How to provide an effortless customer experience

TechSee

There’s also a 126-page user guide that raises your blood pressure every time you turn a page, but you manage to set it up… after about an hour. You call the customer service number printed clearly on the DVD cover, and your IVR-directed call is picked up by Tier 1 support in less than two minutes. Customer effort matters.