The customer service function in many companies is regularly challenged to reduce costs while maintaining or even improving customer satisfaction. And how to get to that point? “Be more efficient.” “Do more with less.”
Talk about an impossible mission.
Forrester’s 2018 Customer Service Trends offers some good news. Despite the fact that live interaction via telephone has continued to rise, it’s been limited to 1.6%. Meanwhile, self-service usage has increased for the third straight year by 13.6%. With modern customer service management solutions offering self-service features such as:
