Customers are using natural language to find answers.
We are in a new age of digital customer service where on-demand help is expected 24/7, 365 days a year. The tide change toward customer independence is reflected by the growing dislike to connect with live customer support over the phone.
The expectation today is that information should be easily accessed online; in fact, 67% of consumers choose online self-service as their preferred channel to find answers. Curious if your support lives up to this demand? Take a look at these five key approaches to a successful self-service strategy.