2015 Customer Service Self Service 
Kayako
JANUARY 5, 2017
Customers value the quality of customer service as much as price and quality of products. According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” Recent trends in customer service show that companies can delight their customers while generating revenues.
Helen Dewdney
MAY 23, 2022
Self-service checkouts have been with us at supermarkets for the past twenty years. She says “My local Tesco has inaccessible self-service tills with no staff which makes the shopping experience physically difficult and overwhelming.”. No customer should be excluded from any service that other people can use.
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Kayako
NOVEMBER 22, 2017
There is a little irony that those of us in the customer service space have been observing since customer support first went online: Customers have become more impatient. Initially, customers wanted to be able to resolve their issues over email. GetFeedback (@GetFeedback) February 3, 2015. Click To Tweet.
Vonage
FEBRUARY 23, 2017
Half of consumers move on after poor customer service. In NewVoiceMedia’s whitepaper, Serial Switchers Strike Again , we learned that 49 percent of consumers switch companies after receiving service that does not meet their expectations. Poor customer service costs business billions annually.
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Kayako
DECEMBER 31, 2015
2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk.
Customer Bliss
MAY 3, 2017
This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. Matt holds a Ph.D.
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