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?
Data: Here's what you're missing about the impact of your technical content on your customer experiences> GET REPORT
Discover the 5 components of a great self-service content experience and how to implement them.> GET EBOOK
How accessible is your product content? Evaluate your customers' content experience!> Take test