Self to Assisted Customer Service: Are You Passing or Dropping the Baton?
Tricia Morris
JUNE 19, 2015
Make sure your self-service site includes one or more assisted service options such as support ticketing, a customer service email address, a support number and/or live chat. According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%.
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