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Feb 14

Successful Self-Service Strategy

When it comes to customer service, simplicity is critical. Companies can improve customer experiences primarily by limiting the amount of effort it takes for customers to find answers to their questions and accomplish their tasks. Here lies the appeal of Web self-service, which for many consumers has become the preferred communication channel.

Instantly available, 24/7 online customer self-service portals are gaining ground over conventional agent-assisted support, marking a significant shift in consumer attitudes toward the technology. And, contrary to popular belief, interest in Web self-service technologies is not just coming from younger consumers. The technology is changing the behavior of consumers of all generations. In fact, a recent study by Forrester Research found that 72 percent of consumers,regardless of age, prefer self-service to picking up the phone or sending an email when it comes to resolving support issues. This certainly is welcome news for organizations looking to cut customer service costs and maximize revenue.

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Feb 20

Realities of Online Self-Service

Seven Realities of Online Self-Service

Forrester Research says that business leaders must dramatically revitalize the self-service experience offered on customer facing websites just to keep pace with evolving consumer expectations. There are key realities of modern online service that expose the gap between customer expectations and website performance, and how you can take steps to close that gap starting now.
 
1. Customers have grown tired of your old online help tools.
 
Customer satisfaction with today's most common web self-service features is abysmal and getting worse. In 2011, only 51% of consumers who used online help sections or FAQs for self-service were satisfied, down from 56% in 2009. As more companies rectify this by deploying next generation self-service solutions and virtual agents, fewer customers will tolerate antiquated self-service help tools online.
 
2. Customers now expect a superior experience online, not just a good one.
 
Exceptionally positive online experiences are now setting the bar for what customers expect when they visit virtually any website in search of answers and information. According to Forrester, 70% of online consumers expect businesses to try harder to provide superior online customer service.

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