Customers increasingly use self-service as the first point of contact with customer service organizations. Positive self-service experiences lead to more satisfied and engaged customers. They also change the nature of customer service work. Good self-service addresses routine requests and questions and allows agents to focus on exceptions and escalations.
Forrester’s latest report on digital customer service highlights the importance of getting digital self-service capabilities right. Enterprise leaders can read this report to gain a better understanding of the technology ecosystem necessary to power great self-service.
What will you learn?
- A comprehensive understanding of how self-service enhances customer relationships and retention;
- A six-step approach to assembling the building blocks of modern self-service;
- Examples of companies leveraging self-service and automation to deflect up to 90% of inquiries.