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.

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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.