Helping customers help themselves: Why intuitive self-service is driving stellar CX

Customer experience is one of the main driving forces behind customers' decisions to purchase - in many cases more important than the features of the product they're actually purchasing. Strong self-service capabilities and ease of product use are fundamental components to the overall experience, but customers report being disappointed by enterprises who don't meet that demand.

In fact, the research shows that:

  • Two thirds of respondents stopped using software due to unclear instructions
  • 83% of customers felt they were incorrectly promised that a software application was easy to use
  • 60% say that intuitive self-service or general ease of use were key to excellent customer experience

Download the research report to learn more about expectations and gaps in software customer experience.


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