THE LONGEST RUNNING & LEADING EVENT FOR CX PROFESSIONALS IN AUSTRALIA & NEW ZEALAND
Redesign to Align with the New Business Priorities Post Pandemic
18 – 20 May 2021
| Doltone House Hyde Park, Sydney & Virtual
Self Service: State of the Industry Report
Today’s companies know that self-service must add value for the customer instead of being a cost-saving decoy.
As the infrastructure incrementally improves from the annoying IVRs and FAQs of old, surveys find that 50 percent of customers default to self-service to seek fast solutions on their own time, while 70 percent expect to find self-service applications on a company’s website.
Self-service technologies have expanded to include chatbots, video tutorials and knowledge bases, online forums, AI-powered personal shoppers, voice assistants, mobile apps and more - each optimized for specific use cases.
It puts pressure on businesses to provide a seamless omnichannel experience that empowers their customers.
In this Special Report, you’ll discover:
- State of the industry: how do today's companies use self-service?
- 8 types of self-service technologies and their best use cases
- 8 business outcomes you can achieve with self-service
- How brands like Home Depot, Amazon, Squarespace, and 7-Eleven use self-service
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