Great Expectations: Why Self-Service Is the Future of Customer Service

The UK is a nation of smartphone addicts. Deloitte's sixth annual Mobile Consumer Survey reveals that four out of five adults now own a smartphone, with one in three admitting to checking their phone in the middle of the night.

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Topics: Customer Service/Support, Self-Service

Breakthrough Ways to Cut Customer Support Costs

When the smartphone came out, it completely changed the game for digital technology and communications. Suddenly, users no longer needed separate devices for music, the internet, phone calls, photos, GPS, etc. Instead, they had access to all of it in one hand with the push of a button - and the world never looked back.

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Topics: Customer Experience, Customer Service/Support, Self-Service, Proactive Customer Service Solutions

11 Changes That Are Revolutionizing The Customer Support World

New technology and higher customer expectations are rapidly changing the game for customer service and the customer experience. The short version? Digital is taking over and customers want more, faster. If you want to meet the needs of your customers and stay ahead of the competition, then, you have to prepare for these changes and understand how they will impact your business and your job. Let’s break it down.

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Topics: Customer Experience, Customer Service/Support, Customer Success, Chatbot, Self-Service

5 Best Practices for Providing Customer Self-Service with a Full-Service Feel

From banking to bill paying, self-service is the new norm. Consumers are increasingly being empowered to do almost anything themselves online, from checking prices to checking in at the airport. Where there’s a will, consumers want a way, and that includes procuring their own customer service.

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Topics: Customer Service/Support, Customer Success, Full-Service, Content, Self-Service