Web self service
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Web self service
The info that matters about Web site self-service (overall satisfaction, meeting of expectations, and future intention)
Curated by Kacimi Rania
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Rescooped by Kacimi Rania from Magazine de la relation client
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Web self-service: The final frontier in customer support?

Web self-service: The final frontier in customer support? | Web self service | Scoop.it
Gartner analyst Johan Jacobs discusses the adoption of web self-service, best practices and its future among traditional channels.

Via Klientel
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Rescooped by Kacimi Rania from The Voice of Your Customer
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Customer Preference: Web Self-Service or Live Agents?

Customer Preference: Web Self-Service or Live Agents? | Web self service | Scoop.it

So do customers prefer self-service when they deal with companies, or do they like to speak with a knowledgeable human? The answer, predictably, is both.

Despite the growth of self-service websites and a plethora of new consumer communications channels, customers still want the option of speaking to a real person in a contact center, according to a new survey. But as consumer queries become more complicated and the number of channels they want to be able to use become more plentiful, many organizations are struggling to keep up with the new demands placed on their contact centers.


Via Kurt Genden
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