1to1 In Action: Serving the Self-Service Customer

According to Gartner, the Web self-service space has grown from $600 million in 2011 to $1 billion in 2012. Customers increasingly want to have access to self-service tools, including IVR, chat, mobile, and Web to resolve issues with products and services.

Self-service tools must be designed with the customer journey in mind, though, as poorly designed self-service experiences can have a detrimental effect on the customer-company relationship.

Customers are not the only one benefiting from self-service tools these days; self-service technologies offer huge benefits to organizations as well, by providing a cost-effective alternative to live agent support.

Readers who download this complimentary guide will learn:

  • How the latest Web self-service technologies can enable both customers and companies to enhance the customer experience
  • Best practices for encouraging the use and reuse of voice self-service platforms
  • The realities of online self service that may be placing your company's business at risk
  • How cloud contact centers can enable the flexibility and agility to provide customers with relevant and personalized self-service experiences

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