2012 Customer Support Self service 
CX Accelerator
MAY 25, 2022
Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. Before a customer can reach out to get support, there needs to be communication channels in place. This may be self-service, in-person, phone, email, chat, social media or text message. You may use some or all of them.
Ameyo
MARCH 12, 2019
Are you still in two-minds about whether your business really needs self-service support since you already cater to most of the channels such as an email, voice and even social media to some extent? Self-service usage increased from 67% in 2012 to 76% in […].
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Kayako
FEBRUARY 16, 2017
Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences. Your customer wants quick, easy answers to their simple questions. So how can we meet our customer’s self-service demands? Short titles with main keywords only?
Callminer
AUGUST 1, 2017
Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548. For North American call centers that have in-house sales/customer support personnel, often times there are multiple players of management. Provide self-service options to your callers, but don’t force these options upon them.
Kayako
JANUARY 5, 2017
According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Your customers want to help themselves. What goes into good self-service?
Fonolo
JANUARY 29, 2019
With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience.
Mindtouch
FEBRUARY 8, 2018
It’s no secret that we’re partial to our friends in the knowledge base and support ecosystem. The help content they create is, after all, central to a successful self-service support model. Good technical writers deliver customer value in a variety of ways, both tangible and intangible.
Expert insights. Personalized for you.
316 
Let's personalize your content