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