Trends in Customer Self-Service

Why is it that the majority of your customers prefer to handle things on their own? Get the latest trends and data points shaping the customer self-service landscape.

The self-service landscape is changing and here’s what you need to know to keep up

From consumer goods manufacturing to software, automobiles to utilities, organizations understand the strategic importance of customer self-service. It makes life easier for customers, reduces contact center costs, and even supports customer satisfaction and retention. Yet many organizations still struggle to maximize the potential ROI of their self-service initiatives. To help understand why, we’ve put together the key trends shaping how customers go about answering questions and troubleshooting problems on their own.

What you’ll learn

The numbers indicating a strong preference for customer self-service
The tremendous role of search engines in most customer self-service journeys
How knowledge management supports excellent customer self-service

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