Fast customer service matters. A recent report showed 69% of customers surveyed attributed their good customer service experience to a quick resolution of their problem.
Faster answers mean happier customers. A key approach to improving efficiency is giving customers the tools to help themselves. Meet them where they are and deliver better service through self-service.
Self-service happens wherever your customers are looking to find and discover helpful information.
- Web self-service from your company’s website
- Mobile self-service from your customer’s preferred device
- Social self-service across Facebook and Twitter
Did you know customers actually prefer self-service? In fact, 72% of customers are going online to serve themselves, but only 52% are finding the information they’re searching for. This creates a huge opportunity for companies to stand out by providing a great self-service experience.
Realizing right-now service is the expectation of customers today—via smartphone, social media, or a company’s website—and optimizing your self-service to help meet their needs will enable you to deliver excellent customer service.
Our latest infographic explores the rising demand for customer self-service.
The post Customer DIY: web self-service anywhere, anytime appeared first on Zendesk.
