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With the widespread adoption of knowledge bases, online communities and Q&A sites, consumers can easily find their own answers, any time, anywhere. What does this shift to self-service mean? The answer is clear: consumers are the new face of customer service. The need for knowledge is immediate and organizations must implement a self-service strategy to meet, and exceed, customer expectations. Not only will this strategy allow them to reap the benefits associated with self-service, but it’ll also enable consumers to successfully support themselves.
THE OPPORTUNITIES
Self-service support presents dual opportunities. It empowers customers to quickly and easily find answers at the exact moment of need…
The Importance Of Self-Service Customer Support In The Social Era
