Customers want faster, better, and a higher degree of service, and technology makes it possible to meet these new demands. As technology’s importance in the customer experience rises, IT should focus on what customers want and how to deliver it.
Consumers’ preferences for customer service channels are rapidly changing across all ages and demographics. Adoption of online customer service channels is exploding as consumers expect relevant and seamless customer service across channels.
With 60% of customers preferring to self-serve online, many organizations are deploying self-service portals and websites. However, they are often disappointed at the low adoption and poor satisfaction rates from their customers. Download our eBook to learn how to provide a seamless self-service experience.