Today, customers increasingly use self-service. In fact, it’s often the first touchpoint they have with your business. Positive self-service experiences increase customer satisfaction and engagement, while poor self-service can drive your customers to go elsewhere.
So, how can you improve your self-service strategies to provide faster, more convenient customer service?
“How to Modernize Digital Customer Self-Service,” a recent report from Forrester Research, a leading advisory and research firm, highlights the importance of digital self-service capabilities. It also helps customer service leaders understand the technology and steps that are necessary to power great self-service.
In the report, Forrester Analyst, Kate Leggett, explains: