What is the current state of digital and self-service in service and support functions? This article examines customer behaviors and attitudes, and provides insights necessary to push their functions toward a more self-service dominant strategy.
Customer service and support leaders must understand why customers defect from self-service to live channels, and must design their self-service channels to mitigate channel switching.
We interview support leaders to gain their perspectives on issues facing their businesses and the customer service and support function.
Virtual customers are coming. Customer service and support leaders must understand the challenges associated with these technologies and implications for the service function.
