Customers are impatient with poor service. They want an accurate, relevant, and complete answer to their question upon first contact so they can get back to what they were doing before the issue arose. Indeed, 55% of US online adults are likely to abandon their online purchase if they can’t find a quick answer to their question. Moreover, 77% say that valuing their time is the most important thing a company can do to provide them with good online customer service, Forrester data shows.
It's no surprise that our recent survey data shows that customers of all ages are increasingly using self-service channels (web, mobile, IVR) for a first point of contact for customer service. In fact, for the first time in the history of our survey, respondents reported using the FAQ pages on a company's website more often than speaking with an agent over the phone. Self-service gives you that "pain-free" or effortless experience that consumers want. Customers escalate the harder questions to a live agent -- whether its chat, email or a phone agent -- and these calls become opportunities to help build stronger relationships with your customers to garner their long-term loyalty.
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