Published on 05/30/2017 | Technology
Organizations today are looking to solve these problems by digitalizing the customer’s experience through self-help customer service solutions. Enabling customers to get the support they need themselves is highly desirable to most firms. Done well, self-service is not only a lower cost channel, it also has the potential to be the fastest way of resolving an issue. Early approaches to selfservice technology have not always been successful. IVR (Interactive Voice Response) systems in particular have been contentious as, while cost-effective, they often have a negative effect on customer satisfaction.
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