![]() In 1917, a man named Clarence Saunders received a U.S. The term “self-service” originated in retail. ![]() That same bicycle company might also offer an internal, employee-only self-service portal with information on HR policies best practices for marketing, sales, and service and possibly IT-related training documents. Self-service can also be employee-facing. A good move to make, since millennials, in particular, love using FAQs to find answers on their own whenever possible. For example, a bicycle manufacturer might post customer-facing frequently asked questions (FAQ), knowledge articles, and videos related to choosing, adjusting, and maintaining your bike. Self-service means offering customers and employees tools and information so they can find answers to their questions and have a better experience with a product or service. According to the Salesforce “State of the Connected Customer” report, 59% of consumers and 71% of business buyers say self-service availability impacts their loyalty. Customers love self-service, and businesses that embrace it love it, too. ![]() Whatever business you’re in, odds are your customers are connected, savvy, and more apt to go find the answers to questions themselves than wait on hold for a service agent to help them. ![]()
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