We live in a culture of smart phones, messaging apps, texting, email and links to “Chat With A Representative Now!” Self-checkout lanes at the grocery store are more popular than ever, and one-third of us would rather clean a toilet than talk to customer service (according to Aspect’s 2015 Customer Experience Index).
Self-service is on the rise, and that’s great news for contact centers. A study conducted by Forrester Consulting on behalf of Aspect suggests that a seamless self-service experience could save businesses an average of $22 million in unnecessary costs incurred when customers switch from ineffective online self-service channels to voice.
Check out the infographic below for more insights from Forrester’s Technology Adoption Profile report, and be sure to REGISTER for this Thursday’s live webinar: 3 Ways to Jumpstart Your Self-Service Experience!
