Deliver Successful Web Self Service Experience
According to Forrester Research, 72 percent of online consumers prefer to use a company s
website to get answers to their questions rather than contact companies via telephone or email.
How many times a day...
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Deliver Successful Web Self Service Experience
According to Forrester Research, 72 percent of online consumers prefer to use a company s
website to get answers to their questions rather than contact companies via telephone or email.
How many times a day does a call center hear customers complaining about problem solving
capability using Web-based self-service? Hence self-service needs to do much more than just let
customers hunt around on your Web site for answers.
Web self service should effectively help
you balance customer demands for high quality service, to easily find the information they need
anywhere, anytime, without the need for agent assistance and also meet your company’s need to
contain costs.
Self-service offers a lot of potential with 24x7 availability, quick information access and lower
call volume.
Customers find self-service easy and convenient, especially for product research.
As
Gartner reports, customers can complete 60 to 80 percent of a simple service intera
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