Self-service is quickly emerging as the preferred customer service channel for many consumers. However, offering the human touch by phone is still critical in many service scenarios.
It’s evident that both emerging and traditional channels are required to meet the various needs of today’s busy and demanding consumers. However, to best meet them across these channels, organizations must dig a little deeper and determine which channels are preferred by whom—and in what scenarios.
Importantly, how do organizations balance self-service and assisted channels effectively? I recently discussed this topic in a blog for Execs In The Know. And, I invite you to join me for a June 21 webinar where we’ll explore it in greater detail.