The self-service landscape is changing … here’s what you need to know to keep up
From consumer goods manufacturing to software, automobiles to utilities, organizations understand the strategic importance of customer self-service. Yet many organizations still struggle to maximize the potential ROI of their self-service initiatives. Why? Here’s a look at the key trends shaping how customers go about answering questions and troubleshooting problems on their own.
What you'll learn
The strong preference for customer self-service
The role of Google in customer self-service journeys
Why knowledge management is central to customer service excellence