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Making Self Service a Win-Win for Businesses and Customers

July 8, 2024

Via: No Jitter

There’s no denying the role of good customer service, including self-service. And both customers and organizations may actually prefer a self-service option: in many situations, consumers opt for self-service capabilities rather than calling into a contact center, waiting on hold, and eventually speaking to an agent who may or may not be able to provide timely and accurate assistance. And it’s no secret that most organizations prefer when customers opt for self-service capabilities rather than talking to a contact center agent; this reduces the load (and cost) for contact center agents.

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