Do customers really like automated service better?
Yes, they think it’s a change for the better, according to the Accenture Global Consumer Survey.
Two-thirds of customers say the growing use of automated phone systems, self-service and Internet chats has improved the level of Service in the last five years.
Although they’re happy to get help through the newer channels, they still rely on a personal touch – usually a telephone conversation – for complex issues.
So you might want to limit automated and self-service to handling easier issues. Then keep your phone number clearly posted on those channels so customers with tougher issues can easily call.
