- Half of customers rate their self-service experience as poor
- A robust online self-service and support portal is a competitive necessity
- How to align online self-service support capabilities with customer needs
Sometimes customers are happy to help themselves when it comes to web sales and support offered by a company. However, while online self-service portals are supposed to make this experience quick and hassle-free, a recent survey revealed that 55% of consumers rated their self-service experience as about the same, worse or much worse than it was two years ago. In addition, 65% of consumers have switched providers because of poor service or products - and that's just among technology firms.
Despite these problems and especially during these challenging economic times, a robust online self-service and support portal is a competitive necessity, a key strategic differentiator and a growth-engine opportunity. These are all drivers of high performance. Companies that fail to recognise this and do not take the steps necessary to enhance their sites could risk losing large numbers of customers and come out of the market downturn in a worse position than they were in before it began.
So how can you align online self-service support capabilities with customer needs and preferences?