The popularity of customer self-service is growing faster than ever. Increasingly, consumers are turning to their mobile devices to help themselves, leading to a decrease in direct interactions with brands and their support agents. As a result, companies are realising that this trend toward self-service is not only cost-effective, but also leading to higher customer satisfaction scores. So how can companies increase the efficiency of their self-service? This Zendesk research report explores:
- Self-service scores, a way to measure the impact of self-service offerings
- The rise of the mobile consumer
- Benchmark metrics for customer satisfaction
Download the full report for full details and insights
If you're a fan of metrics, analytics and other things with numbers in them, visit the Zendesk Benchmark page to see how your customer support compares with the competition.