Today’s customers prefer to self-serve over queuing on support calls. A study by Microsoft on the State of Global Customer Service found that 63% of customers under 35 go online to look for customer ...

Self-service has become the focal point of customer experience. One of the changes brought about by the web is consumers expecting 24-hour access to goods and services. Self-service has evolved well ...

A single customer self-service interaction through a chatbot or FAQ portal can cost as little as 10 cents, while a live agent interaction can cost up to $8 or more. So companies have a clear financial ...

Customers often prefer to find solutions to their problems themselves rather than having to speak with a customer service agent. Customers often prefer to find solutions to their problems themselves ...

When it comes to their purchasing decisions, B2B buyers, like other consumers, want to learn about products on their own, and their first step is rarely contacting sales reps. In fact, recent research ...