Customer Experience News & Trends

The best way to get customers to use self-service options

Customers still call more than they use the self-serve options available to them. But many say they’re willing to use self-service more if they get this.

Customers say these are the most annoying automated responses

Customers tolerate automated phone menus. But if yours include any of these lines, their tolerance will disappear.

Is it your fault customers don’t use automated help?

Customers are willing to use automated systems and self-service options, but they aren’t doing it. Turns out, it might be your fault.