As I’ve shared in other posts, self-service platforms are the future of online customer service. Not only do customers expect this, but they actually prefer systems that help them solve their own problems… as long as they’re done right.
So what happens when, at least in the customer’s eyes, self-service isn’t done right? How does a customer feel after spending two hours combing through your knowledge base and coming up with nothing? Angry? Frustrated? Ready to punch the screen? How would you feel? Continue reading →