E-Book - Web Self-Service Study 2017

Customers want their questions answered – right away, round the clock, and through any communication channel. A study conducted by Forrester Research has found that 72 % of respondents first look for solutions themselves instead of grabbing the phone and calling customer service. They gather information online, but conventional self-service solutions such as FAQs are often too static and outdated and not adequately tailored to specific customer requirements.

How do companies react to this development? How is the issue of self-service currently prioritized in company customer service operations? What requirements do companies have of such a tool, and what challenges do they face?

USU’s KCenter division conducted an on-line survey, receiving answers from more than 100 service managers and employees on the topic of self-service in customer service.

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