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.