Giving customers the ability to quickly and easily solve their own problems on their own terms should be the ultimate sign of customer centricity. Unfortunately, many practical examples of self-service fail to live up to this promise.
They instead impose convoluted, unhelpful, impersonal experiences on customers at a time when the demand for convenient interactions, and the stakes of failure, are higher than ever.
What will it take to overcome this challenge and create more effective and personalized self-service experiences? This special report has the answers; topics include:
- The biggest reasons self-service experiences go awry
- Tips for effectively pairing automated and agent-led options throughout the customer journey
- Five ways to make self-service experiences more personal
- Key ways self-service escalations will impact agent experience