How to Wow

INSIGHT 35

IMPROVE YOUR SERVICE BY MAKING IT EASY FOR CUSTOMERS TO HELP EACH OTHER

Use this you want to build a customer support community to help improve your service.

Many firms face rising competition and pressure on prices and costs. Yet, at the same time there is an increasing appetite for better service and customer experience.

This can often be an expensive mix.

To combat this, many firms are implementing customer self-service solutions that help them provide the support that their customers want in a low-cost way. In fact, Forrester’s research⁴⁴ shows that this is also going down well with customers as up to 72% of them report that they prefer self-service to service over the phone or via email.

One of the most effective, but also ...