Three Trends Driving A Shift Towards Customer Self-Service

Today, customers desire instant access and first-contact resolution to their needs. This need for immediacy is impacting the traditional customer support model. If you've just purchased a new Smart TV, you want to take it out of the box, plug it in, and start enjoying your favorite programs, right? But what happens if it just won't connect to your Wi-Fi? The last thing you want to do is sit on the phone for upwards of 30 minutes waiting to speak to a representative.