Customer Experience News & Trends

How many customers look for help online before they call you?

Your contact center could avoid a lot of call and email volume if your website were more helpful.

Almost 60% of consumers who have a problem with a product search for a solution online first, a recent Sitel study found.

Because the Internet is so accessible these days – smartphones, Wi-Fi, laptops, etc. –  customers would rather get online at their convenience than wait in queue. Problem is, they often don’t find what they’re looking for once they’re on companies’ websites.

Contact center professionals can help. Keep tabs on the hottest issues of the day, week or month and work with IT to put those questions and answers in the most prominent place possible on the company website.

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