Infographic: Forrester Study Reveals What Customers REALLY Want from Self-Service


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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!

Self-service infographic

Republished with author's permission from original post.

Christine O'Brien
Chris O'Brien, Marketing Communications Writer, develops and designs content for a wide range of Aspect communications and social media applications. She continually monitors consumer trends to ensure that marketing messaging aligns with industry best practices and meets customer expectations.


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