Self-service has quickly climbed the ranks as a high-priority support strategy for leading service organizations. One of the easiest ways to deliver exceptional customer service is by building a self-service support community for your customers. Research shows that 72% of customers prefer to use a company’s website to find answers. Also, studies from Gartner show more than 75% of customers prefer to use a self-service option, as opposed to calling or emailing a contact center to seek answers, and have come to expect this level of service when engaging with a brand. As a result, 42% of service trailblazers in the industry are turning to self-service platforms like Salesforce Community Cloud to deliver more personalized, conversational service to their customers.
Good UX Means Good Business
In a world where technology is rapidly advancing and user expectations are rising, it’s no longer enough to have an average user experience; to delight your users and surpass your competition you must strive for the exceptional.
Join our customer, NextGen Healthcare, Perficient, and Salesforce on January 10 at 2:00 p.m. EST for a webinar, “Deliver Superior Customer Service with Best-in-Class Self-Service” to learn how they turned a poor customer experience into a stellar one by improving case resolution times by 50%, case deflection by 11% in their Success Community, and Voice of the Client scores by 31% with Salesforce Service Cloud and Community Cloud.
You’ll come away with some great tips, best practices, and see their Success Community in action to help your organization become a service trailblazer. We hope you can join us! Register here.
If you can’t make it or are looking for additional resources on getting started with a self-service community, consider downloading our Definitive Guide to Self-Service Communities below.