An effective self-service tool can be an organizational cost-savings and increase customer satisfaction through a more proactive experience.
As the bond between consumers and technology grows more intimate, it becomes increasingly important for organizations to ensure that they’re providing a positive support experience. According to recent research conducted by Support.com, 50% of connected consumers prefer a self-service approach when addressing product issues post-purchase, and 32% prefer to use self-service with a lifeline to a live professional support representative. These connected consumers have a unique demand for service that is, in particular, characterized by a desire to figure out technical product issues on their own, without professional, live assistance.
These findings by Support.com are congruent with ICMI’s own research that discovered a growing importance in the role of self-service both internally for organizations, as well as externally for customer-facing self-service options. This can be a tremendous advantage to organizations from both a cost-savings and customer satisfaction perspective, as the best “type” of contact is the one that never had to happen in the first place.
Does your organization enable its customers to have a more proactive customer service experience or are they having frustrating experiences at every step of their journey?
During this webinar you will learn:
- Why self-service is important to customers and organizations alike
- The value and ROI of providing self-service according to customer preferences
- Ideas for an effective implementation of a customer self-service tool
- Tips on how to make the business case for an investment in self-service technology
Join us for this interactive and informative hour—complete with audience polls, case studies, best practices and live Q&A.