The experience of the past few months has shown that automation and self-service could play a significant role in future CX models. Self-serve functions go beyond simple FAQs, becoming an empowerment tool that guides both customer and agent. And automating repetitive...
Companies are constantly looking for new ways to improve the customer experience and enhance their customer service. And, as we consider the increasing influence of digitalisation in customer support, self-service is an area of particular interest for many businesses...
Customers interact with brands so differently today, thanks largely to the internet and mobile devices. Their willingness to self-serve is a case in point, with a recent Forrester post citing that two-thirds of customers saying that valuing their time is “the most...
In today’s digitally-focused world, customers are largely going online first to resolve a problem or find information about a product, service, or brand. In response to this, companies are publishing significant volumes of content to meet customers in that part of...
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