As customers have gotten more tech savvy and less patient, a new aspect of customer service has emerged: self service.
As many as 81% of customers (source: Harvard Business Review) actively try to answer their own questions before consulting a representative. In addition to supporting effective agent interactions, you now also need to make it as easy as possible for customers to problem-solve alone. But you need to do so without making them feel like they can't talk to you directly if they prefer.
Based on a live conversation between our own Joe Jorczak, Yext's Head of Industry, Customer Service & Support, and Joel Sandi, Director of Self-Service at sales engagement platform Outreach, here are a few key takeaways on how to develop a customer service experience that's the right balance of helpful, efficient, and welcoming.