With 60% of customers preferring to self-serve online, many organizations are deploying self-service portals and websites. However, they are often disappointed at the low adoption rates and poor satisfaction ratings from their customers.
During this complimentary webinar, Self-Service Your Customers Will Love, Johan Jacobs provided insight into the challenges and opportunities of self-service, including:
• Self-service as part of a multichannel strategy
• Moving beyond call deflection to new ROI measurements
• Strategies to increase adoption rates and CSAT ratings
• New trends for capturing and delivering knowledge