Customer Experience News & Trends

Self-service v. personal service: Here’s what matters most (Infographic)

Customers want options – and you deliver with a variety of self-service and personalized service choices. But what matters to them most now?

Simplicity and empathy.

When they want fast, effective answers to their small issues, they expect simplicity from self-service options. When the issues are a little deeper, they need someone who cares, according to a new study from STARTEK.

“When consumers interact with self-service technologies, no connection happens. Software can’t express true human empathy,” said Dr. James Keaten, chief science officer at STARTEK. “… When there’s an issue, consumers prefer to interact with a human who cares about them and cares about resolving the issue.”

STARTEK’s study took a close look at experiences across channels and the results customers want from those interactions.

This graphic shows more detail on where the customer experience stands (click on the graphic to view a larger image).

Source: STARTEK.

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