Tag Archives: SelfService

Delivering Self-Service Support Through Online Communities

by Caitlin Zucal July 27, 2016 Follow @Caitlin_ZucalJuly 27, 2016 The introduction of the Internet, social media, and mobile has changed the way companies – large or small – interact with dissatisfied customers. According to a study conducted by Nuance Enterprise, 67% of respondents preferred self-service support over traditional support. Phone calls and emails have … Continue reading Delivering Self-Service Support Through Online Communities →

For Self-Service Success: Focus on Customers First, Not Cost Savings

Customer Service

by Tricia Morris April 13, 2016 Follow @paratureApril 13, 2016 As any brand or organization that’s implemented a customer self-service offering knows, build it and they will come. But will they be pleased when they get there? Satisfied when they leave? Forrester estimates that an average of $ 22 million is spent annually in unnecessary … Continue reading For Self-Service Success: Focus on Customers First, Not Cost Savings →

10 Striking Statistics on Self-Service Today

Self-Service

Gigi PeccoloMarch 24, 2015 Today’s self-service is becoming more and more prevalent, spreading across channels from web to voice to text to social. It’s a powerful, flexible form of service that more customers are using and businesses are adopting. In fact, over 50% of businesses today are using self-service, and 64% plan to invest in … Continue reading 10 Striking Statistics on Self-Service Today →

Getting More with Self-Service

Customer Relationship Managemnet

Sumair DuttaFebruary 10, 2015 Organizations that support consumers and enterprises alike are looking to enhance the self-service opportunities available to their customers. A 2014 research effort from The Service Council found that 6 out of 10 organizations were looking to provide increased self-service resources to their customers. One might think self-service is all great when … Continue reading Getting More with Self-Service →