Customer Care Self service White Paper 
Kayako
MAY 13, 2022
In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. 65% use self-service channels because they like the convenience and don’t want to talk to agents or wait on hold to do simple routine tasks.
Callminer
FEBRUARY 23, 2021
More Flexible Service Solutions. Consumers are looking for solutions to their problems across a range of channels, including digital and self-service, in ever-increasing numbers, thanks to pandemic pressures and storefronts closing. Contactless preferences encourage self-service, even online. Technological Trends.
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ShepHyken
MARCH 31, 2018
Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof.
Fonolo
JULY 5, 2018
What does the future hold for customer service? A common theme in answer to this question is, “Improvements in automation and self-service will erode the importance for call centers.” It also gets strengthened by the marketing efforts of all the vendors selling self-serve technology. Another Way to Think About it.
Fonolo
APRIL 24, 2018
For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Compare, for example with State of Customer Care report we covered here. See Is Chat Eating into Phone-Based Customer Service? Popularity of chat support continues to rise.
TechSee
MARCH 19, 2018
Computer vision also enables gradual automation towards full self service with device recognition and augmentation. Via a smartphone, the customer indicates the faulty device, and the virtual assistant can recognize devices, detect motions, and interact in real time with the customer. Powered by advances in Deep Learning.
Fonolo
JANUARY 31, 2018
Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.) China Merchant Bank’s bot [served on WeChat] handles more natural customer conversations… 1.5 to 2 million interactions per day [which] …would typically require thousands of additional customer care agents to handle.”.
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