How good is your CX? If you’re like many organizations, you may not truly know. You certainly think CX is a priority. You’ve invested in redesigning or upgrading your CX. But do you actually know how your customers feel about the CX you deliver? It’s no wonder so many of us don’t know how we’re doing—96% of customers won’t tell organizations if they’ve had a bad experience.
Customers often prefer to find solutions to their problems themselves rather than having to speak with a customer service agent. By providing them with ways to solve their problems, a brand is simplifying the customers’ interactions and reducing the effort they have to make. This article will look at the ways that self-service trends are changing customer service.