Don't Make These Common Self-Service Customer Experience Mistakes

Many companies are turning to self-service to provide a better customer experience at a lower cost. In fact, a report by Customer Contact Week Digital found that 91% of organizations identify web self-service as a relevant investment focus. Companies believe self-service has the ability to reduce call center costs and relieve pressure on customer service agents, but is every self-service attempt successful? We've asked industry leaders to weigh in on the importance of self-services and how brands can overcome some common self-service mistakes. Self-service brings numerous benefits to organizations, which is why most companies now see these capabilities as essential.