Designing the Great Web Self-Service Experience
Customers increasingly want to take care of business by themselves--right on your website. Studies show they don't always want to interact with you directly. The resulting opportunities to cut contact center costs are huge. But if the online self-service experience doesn't deliver, your phones will keep on ringing.
Successful self-service leads customers to more than answers. It enables them to transact business and solve problems. If you want your customers to help themselves, make sure they actually can.