GUEST POST from Shep Hyken
More and more, customers are open to using self-service solutions. Our customer experience research shows that while customers might prefer the human touch, some expect digital, self-service solutions. In certain cases, they even demand it. And it’s not just in customer service.
Consider Amazon, the perfect example of a self-service retailer. From researching to purchasing a product, and even in most customer service situations, everything is a self-service experience. Each step of the process is logical and intuitive. For customer service issues, the customer is prompted through a process. Along the way, if the customer still wants a live agent to help, they are able to share their phone number and an agent calls back within a minute. The point is, it’s as easy as can be. The learning curve is minimal and comes from just doing it.
I know what you’re thinking. You’re not Amazon, so getting a customer to …