Executive Perspectives:
When Self-Service is Not Enough: Using Channel Escalation to Enhance the Service Experience

Web self-service is currently the most widely used communication channel for customer service, surpassing use of the voice channel for the first time. This can benefit your organization in a number of ways, from decreased costs to improved customer satisfaction. But with so many of your customers helping themselves, how can you be sure they are getting the information they need? And what can you do if they aren’t?

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