Companies with self-service programs retain 40% more of their clientele year-over-year. But getting self-service right is tricky. Use self-service for the right issues, and you’ll have happy customers. Use it for complex issues, and you’ll have unhappy clients.
Companies with Best-in-Class self-service programs see results such as a 16.2% annual increase in customer satisfaction rates and 5.8% annual improvement in agent utilization rates while these metrics worsen for others.
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