Did you know that 83% of online customers require some degree of customer support to complete a purchase? This has encouraged companies to utilize web self-service to improve their customer service offerings (it also saves on operating costs).
Web self-service gives customers (and employees) the opportunity to access information instantaneously, without having to contact a live agent. This means that support is accessible and readily available at all times, and information can be attained immediately without the hassle of waiting on hold or for an email response. In fact, 60% of consumers use web self-service to find answers to their questions.
Here are a few reasons why web self-service strongly benefits call centers. Continue reading