Author: Scott Bideau
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Self-service is more popular than ever before with 81% of customers attempting to self-solve before reaching out to a live representative according to the CEB. With a cost of pennies per transaction instead of hundreds or even thousands of dollars per… Read More
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In-Product Help, the Ultimate Self-Service
“1/3 of customers would rather clean the toilet than call customer service.” – 2015 Aspect CX survey For all the considerable investments vendors have made in self-service, customers report only a 45% success rate according to the latest benchmark from… Read More
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The Elusive “Effortless Experience”
“The role of customer service is to mitigate disloyalty by reducing customer effort.” – The Effortless Experience It’s been 3 years since the publishing of “The Effortless Experience,” a book chock-full of research confirming what customers have long found obvious but… Read More
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Case Deflection, Defined & Measured
What exactly is deflection, and how do we measure it? This is one of the most frequently asked questions I receive from clients. There is overwhelming evidence that customers want to resolve their own issues via self-service, and doing so… Read More
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How to (Legally) Become a Professional Photographer
A common question asked by an amateur photographer looking to turn professional is, “what equipment do I need?” I’ll skip the discussion around skill and experience being more important than equipment, but before you rush out and buy any equipment… Read More