Overview
Gartner found 70% of customers use self-service channels during their resolution journey. The problem is, only 9% are wholly contained in self-service.
Your customers' ability to successfully, easily, and quickly self-serve is one of the largest opportunities to increase customer experience and decrease cost. Low-effort experiences lower costs by reducing up to 40% of repeat calls, 50% of escalations, and 54% of channel switching. So how do you lessen their effort?
