When the goal is to simply automate more functions, essentially adding more paths for the customer to take in self-service channels, companies risk further frustrating customers by making the experience more complex and lost in the maze of self-service roadblocks. By looking at particular customer segments and what self-service options that segment needs [and] wants before adding them, leading companies consistently get a much higher usage of that particular function and greater satisfaction from the customer.
- Robert Wollan
HTML Medium Image Quote Embed:
HTML Large Image Quote Embed:
HTML Text Quote Embed with <blockquote>:
BB Forums Medium Image Quote Embed with <BB Code>:
Please login in order to submit reports.