Date post: | 08-Feb-2015 |
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Business |
Upload: | tft-presentations-tomorrows-it-service-future-today |
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75% of respondents find self-service to be convenient.
67% prefer self-service to speaking to a support
representative.
40% go on to calling support after they’ve looked for
an answer via self-service.
** Data from Nuance, featured on the Zendesk blog.
** Data from KCS found in the Practices Guide.
If customers find helpful information 40-50% of the
time, they are likely to use self-service again.
People come for the
information and they stay
for the relationships.
Amy Jo Kim
— Community Building on the web: Secret strategies for successful
online communities, 2000
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