Self-Service Archives | Page 2 of 2 | Astute

consumers using mobile devices to engage with web self-service

Creating Excellent Web Self-Service Experiences: Part 1

As consumers become more tech-savvy, they have higher expectations of web self-service. More than 70 percent of consumers say they actually prefer self-service as a starting point. Organizations should hold web self-service to the same standards of effectiveness and quality as their call centers if they want to reap the rewards of higher satisfaction and reduced costs.

young woman with phone and coffee having digital customer experience

7 Ways to Improve the Customer Experience Through Web Self-Service

Forrester research shows that the majority of consumers prefer to use a company’s website to get answers to their questions rather than calling or sending an email. How does self-service play into your brand’s customer experience strategy?

woman using self service to engage with a company

Self Service: The Channel You Cannot Ignore

Self Service is being used for more than just answering those commonly asked questions after a sale. Self Service at every point of the purchasing journey allows consumers to get their questions answered while navigating your website.

smiling call center agent with headset

How WebRTC is Changing Contact Centers

Contact centers continue to evolve and grow in lots of different ways. One of the influencing factors in this change is the use of WebRTC. WebRTC is technology that enables use of the web browser to support chat, voice and video calls. This allows customers to start in their preferred self-service mode and easily move to real-time engagement with a click of a button and without ever leaving the browser.

customer self serving on different devices

What Does Customer Self-Service Mean to You?

The majority of customers are expecting self-service functionalities on most websites these days - how prepared is your organization for this shift in behavior?