Not all customers want to talk to agents, especially Millennials and Gen Zers. However, this growing trend extends across all ages—more than 60% of consumers prefer self-service for simple customer service tasks.
Discover how (and why) AI-enhanced self-help tools are making it possible for:
- Customers to resolve issues themselves—quickly and easily—for instant gratification
- Contact centers to increase customer satisfaction—and reduce call volumes
- Organizations to transform contact centers from cost centers to strategic assets
Digital customer journey mapping: The new digital CX
Customers prefer digital channels now, and their journeys are complex. Better understand their digital-first preferences and the seven expectations on which you need to deliver.