Animated videos: facts on self service in the entire customer journey


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A few months ago, I published a research report about the future of customer service. The research clearly showed that consumers are ready for self service solutions. In fact, 70% of consumers expects a self service solution on the site of a company.

In this short video, you can capture some highlights of this trend.

When I talk about self service, most people only consider post-sales as a possibility. But it goes beyond customer service. Self service can be applied in each phase of the customer journey. This next short video tells you more about this philosophy.

Republished with author's permission from original post.

Steven Van Belleghem
Steven Van Belleghem is inspirator at B-Conversational. He is an inspirator, a coach and gives strategic advice to help companies better understand the world of conversations, social media and digital marketing. In 2010, he published his first book The Conversation Manager, which became a management literature bestseller and was awarded with the Marketing Literature Prize. In 2012, The Conversation Company was published. Steven is also part time Marketing Professor at the Vlerick Management School. He is a former managing partner of the innovative research agency InSites Consulting.


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