Friends Made in Heaven: Self-Serve and Ticket-Based Customer Service Programs can Co-Exist Together

I have some news for you, but don’t take it personally. According to a recent Forrester survey, 72% of all customers would rather use self-serve customer support content than reach you via phone, email or social media.

Whoa there! Before you run off and start cutting heads, take a deep breath. Does this really mean you can replace all (or most) of your customer support with an excellent self-help content library? Continue reading →

Do People Actually Like Chatbots in Your Support Forum?

This question kicked off a healthy round of debate at Inbound.org last week. If you’re thinking of deploying a chatbot in the near future, then you’ll want to listen up for the answer.

For some, a chatbot is little more than a textual version of those painful phone trees we climb when calling the cable company. For others, chatbots are the vanguard of artificial intelligence—the promising sign of a future in which we only talk to robots. Continue reading →