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Conference Presentation

Well It’s About Time….to Improve Self-Service CSAT!

This report is for Support Services members only

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Self-service, as a support channel, has resulted in the lowest customer satisfaction ratings across the Support Industry. Over the past 3 years, self-service CSAT has declined from 3.7 to 3.56 while assisted transaction CSAT has remained consistently strong at 4.5. But, why has self-service garnered such poor customer satisfaction results when customers have such a high preference to self-serve and we, as Support Professionals, can generate such significant business and operational gains by delivering high-quality self-service solutions?
 
This Business Challenge Accelerator Session will bring Industry Leaders and Practitioners together in a collaborative session to identify solutions that will help our Industry make self-service the shining star of all support channels.
 
Tracks: Business Challenge Accelerator, Support Services

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Publish Date: December 10, 2020

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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