According to Forrester, 72 percent of customers prefer to use a company’s website to get answers over phone or email, and 77 percent of adults in the US say they are very likely to abandon an online purchase if they can’t find a quick answer.
It means organizations in all industries must now provide the intelligent and effective self-service options customers expect and need.
This whitepaper from Coveo outlines six tried and tested techniques that can take you from journey understanding to measuring self-service outcomes and explains how Tableau software saved US$1 million a month by adopting these six self-service techniques.
Download this whitepaper to discover:
- Why customers prefer to find answers themselves and how to empower them to search, self-educate and self-serve
- How to leverage AI to improve the customer experience through more relevant and personalized self-service
- How you can measure your self–service success through search analytics
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