Blog Self service Wait times 
ShepHyken
AUGUST 31, 2018
Forget IVRs and long wait times. Self-service. You will eventually be able to resolve most mundane and simplest issues yourself thanks to: automated processes and responses, better knowledge and self-help recommendations, extra data from devices with sensors in your home (Internet of Things).
Enghouse Interactive
SEPTEMBER 1, 2020
It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Digital literacy is the new normal.
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ShepHyken
JUNE 2, 2017
To compound all this, traditional service – which waits until customers called the contact center before addressing a problem – has become much less effective. This helps… but it only adds to the scope and complexity of the service role, and can really blur the lines between business functions like sales and marketing.
CX Accelerator
MAY 25, 2022
When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction. This may be self-service, in-person, phone, email, chat, social media or text message. Jenny began her call center customer service journey on the front lines back in 2005.
Fonolo
OCTOBER 23, 2018
Even so, gone are the days when talking to ‘a real person’ is the customer’s preference: Today, 70% of customers expect self-service options and most brands are taking note. Despite the clear demand for these services, 55% of consumers find self-service portals difficult to use. Dive Into Your Analytics.
Mindtouch
JULY 13, 2020
A few years ago, Harvard Business Review predicted that by 2020, 85% of customers would choose self-service first. In retrospect, the surging demand for customer self-service was inevitable. The good news is that a viable self-service offering can be launched within a few weeks. No, that’s not a typo.
Fonolo
MARCH 7, 2023
That’s where self-service comes in. Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Movements from the human realm to the self-serve realm is harder.
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