In today’s day and age, providing a great customer experience is a must. By 2020, customer experience will overtake price and product as the key brand differentiator, according to a recent Walker study. In order to stay competitive, businesses today have no choice but to adapt to these consumer expectations and provide an undeniably great customer experience.
One key aspect of a great customer experience, that is more in demand today than ever before, is self-service. This desire for self-service can be traced back to the expectations of the new “now consumer.” The now consumer prefers to handle customer service issues via the channel that is easiest for them, at a time that is convenient for them, and in a way that requires minimal effort.
When you consider the Aspect Index survey reported that 65 percent of consumers feel good when they can handle a customer service issue without having to talk to a person, it’s clear self-service technology needs to be a fundamental component of CX investments. And because modern self-service capabilities have proven to effectively improve CX by focusing on personalized interactions that drive memorable customer experiences, it should be a business priority.
If you’re still unsure of the customer and business value self-service can bring you, check out our newly released eBook, “10 Ways You Can Improve the Customer Experience and Your Bottom Line Through Self-Service.”
You can also find more information on self-service, here.
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