2026 Customer Service Self service 
3CLogic
DECEMBER 17, 2024
With 71% of customers preferring different channels depending on the context of the request, delivering omnichannel communications in 2025 will be crucial to any success. AI-powered self-service to become a key pillar of CX Self-service isnt optional anymore its a requirement for any contact center organization.
CCNG
MARCH 15, 2023
Omnichannel technologies, defined as those which provide a seamless customer service experience across channels, have seen major growth in popularity over the past few years. We asked executives to rank how often they use certain customer service channels today and how often they expected to use them in 10 years.
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Callminer
DECEMBER 17, 2019
Many companies are coming up short with customer support. “Only 26% of consumers responded positively when asked if they believe customer service centers provide great support, compared to 49% who did not.” “When asked what the most frustrating aspect of a customer service experience is, over a third of U.S.
Fonolo
JANUARY 17, 2023
Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. They will be ‘AI natives.
3CLogic
MAY 31, 2024
Voice self-service has been an integral part of contact center initiatives for years. Although the reason for using self-service options varies from use case to use case, the majority of us — customers, employees, and enterprise leaders alike — agree it's a convenient service channel.
DMG Consulting
AUGUST 16, 2022
IVAs: Self-Service Solutions that Work. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. But these solutions could support only a limited number of options, as they were presented to customers via nested options. August 4, 2022 By Donna Fluss.
Answer Dash
OCTOBER 15, 2019
The global customer self-service market is booming, with a compound annual growth rate (CAGR) of 18.4%. Self-service is taking over and becoming a key player in the customer service market, and both companies and consumers should take notice. in the forecast period of 2019 to 2026.
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