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Tag Archives: self-service
“How can we help you?” It’s a common question that companies ask numerous times a day. And while this is a safe and time-honored conversation starter, on today’s digital landscape there’s a new aspect that companies must be aware of: their sales representatives and service & support personnel aren’t the only ones making this inquiry.
Not only do customers want self-serve support, but they’re increasingly demanding it. As Forrester Research’s Kate Leggett observes: “customers have little appetite for long or difficult service interactions, including navigating arduous interactive voice response (IVR) menus to connect with an agent or waiting in queues to be connected to a phone agent; and are increasingly turning to self-service as the easiest path to service resolution”.