While customer appetite for self-service is increasing, our brand new research shows that too few companies are providing a complete self-service model.
Meanwhile, product content experience appears to be a significant gap in the overall customer experience, with too many companies forcing customers to chase after answers.
Our findings indicate that:
- Companies looking to deliver on what consumers expect - a great customer experience - must implement a complete self-service strategy.
- Companies that do are 5 times more likely to see results in providing excellent CX and 45% more likely to see an increase in revenue per customer.
- As 64% of companies report a rise in customer support costs, strong self-service models emerge as a critical cost-reduction support strategy.
- Yet only 24% of companies feel they are providing complete self-service solutions to customers.
Download the research report to find out more about where CX leaders are struggling and where they're excelling - and the impact this has on their revenue.