Customers expect companies to provide online self-service and actually prefer to self-serve when they can. Consider the importance of this when the average cost of self-service is 120 times lower than phone-based support and 170 times lower than with email.
But, while self-service is preferred, it’s not the support channel with the highest customer satisfaction. Research from Forrester found that customer satisfaction ratings for self-service sites lag behind (the more expensive) phone and email support. The reason? Most self-service sites suffer from poor usability. This results in 75 percent of customers escalating to more expensive channels, and the remaining 25 percent simply giving up — or worse — moving to the competition.
Luckily, creating powerful self-service sites and communities with rich, relevant content is not that difficult. In the infographic below, we illustrate 5 ways you can use intelligent search to solve the common causes of dissatisfaction, so you can deliver the self-service experience your customers expect.
Check out the infographic, and if you’ll be at Dreamforce ’15, add Intelligent Search: Self-Service Experiences that Triple Deflection Rates to your agenda so you can hear how Salesforce has improved CSAT and self-service resolution rates using Coveo.
