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#ICMIchat Recap: Self-Service Technology

By Erica Marois | Date Published: September 18, 2014 - Last Updated August 22, 2018 | Comments

Continuing our September theme of self-service, Justin Robbins hosted an #ICMIchat this week on self-service technology.

What do customers prefer-- mobile apps, online forums, or interactive IVR?  And what do agents want from self-service technology solutions?

Read the recap below for answers to these questions and more.

Join us again next week (Tuesday, 1pm ET) as OneReach leads a discussion on what's next for self-service.

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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