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Customer self-service continues to be on the list of top trends in customer service. According to Gartner Group, “By 2017, two-thirds of all customer service interactions will no longer require the support of a human intermediary.” Customer self-service is the capability for customers to complete transactions on their own. In the digital world, self-service transactions are becoming more widespread and provide significant opportunities for organizations.
Every day, more human workers are displaced by robots, computers, and other cost or labor saving devices that make business process more efficient while also reducing opportunity for human error. Despite this automation, many companies end up investing more time and labor to fix an automated process than they may have spent by just continuing to employ our friends and neighbors. I would say that the most beneficial, efficient, and cost effective automated processes can be directly attributed to a mastery of the process at hand by the human workers that are being displaced.
I recently read an article for Searchcrm.com titled “Self-service success rates plummeting, but why?” The article showed how the rates have fallen over the past years. (See graph below) The fact is that it can be more painful then helpful. Self service is meant to help you solve your own issue.