Author: Scott Bideau
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Everyone is talking customer experience. McKinsey believes CX programs can substantially grow revenues. Gartner predicts that most companies will soon compete on the basis of customer experience while forecasting that half of this year’s product investments will be redirected toward those initiatives. But talk… Read More
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How the Slippery Slope of Self-Service Can Break Your Call Center
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