Customer Service Physics and the Impact of Self-Service

Excellent article on the physics of customer service by Tim Pickard originally published on No Jitter. 

No surprise, self-service continues to climb in importance. Web self-service use increased to 76% in 2014, up 9% from 2012, Forrester research data shows. But have self-service channels completely removed strain from customer service contact centers? Have they improved the overall customer satisfaction scores?

Not exactly...

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Topics: Customer Experience, Customer Service/Support, FAQ

Flip Your FAQ to Improve Your Customer Experience!

In the Seinfeld episode “Opposite”, George Costanza, Jerry Seinfeld’s best friend, realizes that every decision in his life that he has made is completely wrong, and has ended up the opposite of what it should be. In order to combat this, he decides to take Jerry’s advice of doing the opposite of what he normally does. While George’s efforts to do the opposite might seem to make matters worse, such as introducing himself as, “My name is George. I’m unemployed and I live with my parents”, his efforts produce great results, such as landing a date, and getting himself a job.

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Topics: Customer Experience, FAQ