Unveiling Blind Spots in the B2B Self-Service Experience

Self-service isn’t just a scalable and cost-effective way to provide support – it’s a cornerstone of nearly every great digital customer experience. That’s because most customers now prefer to self-serve rather than speak to a company representative. Yet, according to Gartner, only 9% of customers report being able to resolve issues completely via self-service. We’ve partnered with Frost & Sullivan to answer the question: “What blind spots are preventing your organization from providing the knowledge experiences your customers expect?” Here’s what to expect... Zoomin and Frost & Sullivan surveyed B2B professionals in order to understand: 1) customer expectations of the self-service knowledge experience

2) how they’re actually experiencing self-service content

3) how this compares to the experience CX and Support executives think they’re providing. In this webinar, we’ll explore the answers to questions such as: - What elements do people find most important in the self-serve knowledge experience?

- Could support cases be resolved independently if this experience was better optimized for customer needs?

- What role does the knowledge experience play in customer churn, loyalty and advocacy?

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