Your customers want to help themselves. Are you setting them up for success? Given the ever-expanding amount of service information available to online users, consumers rely more than ever on self-discovered answers online more than ever. Businesses that choose not to develop a self-service portal for their customers stand to disrupt a fluid customer experience and injure accounts. But by improving customer experience through exceptional self-service, businesses can deepen positive brand sentiment, loyalty, account renewals, and upsell.
In Getting More with Self-Service, Chief Customer Officer of The Service Council Sumair Dutta provides customer service executives with the information they need to:
- Organize content plans to facilitate user-based discovery.
- Retain consistent messaging across multichannel service environments.
- Develop an internal culture to support self-service options.