Using Technology to Adapt to Customer Demand for Self-Service
By Richard Simons, CEO of Creative Virtual USA
My thanks to Kate Leggett, Principal Analyst at Forrester Research, for joining me in presenting a webinar on May 2nd. This hour long event, Getting Ahead of the Curve: Adapting to Customer Demand for Self-Service, focused on the growing trend for self-service in customer relationship management as a way to meet customer expectations for fast, accurate and consistent service available anytime, anyplace.
Kate shared some impressive statistics showing the increased desire for customers to self-serve rather than pick up the phone to resolve an issue. With recent surveys showing the willingness of consumers to take their business to a competitor after a poor customer experience, it’s becoming even more important for organizations to meet this demand for self-service.
Luckily the technology exists to help you implement a multi-channel customer experience strategy that will build brand loyalty and win over your customers. During the webinar, I showed how Creative Virtual’s technology is being used today to provide real customers with the personalized, self-service options they are seeking. By breaking down informational silos and traditional barriers to shared knowledge, companies are able to deliver consistent and accurate information across all channels—call center, social, web, mobile, and even game consoles.
The recording of this webinar, Getting Ahead of the Curve: Adapting to Customer Demand for Self-Service, is now available for on-demand viewing. I hope you’ll take some time out of your busy day to watch the video and then contact us for a live demo to see how our technology can provide a positive self-service experience for your customers.