Self-service mistakes made during the holiday season
This holiday season certainly is one we will never forget due to the pandemic. The season also serves as an eyeopener for many businesses as they have to deal with the busiest shopping season of the year. Which is an additional challenge to deal with stacked on top of the current situation.
Yet there lies an opportunity for your business. You can expect a surge in online sales during the last weeks of this year as a direct result of physical stores and offices complying with COVID-19 safety procedures.
Why is self-service crucial?
Nevertheless, that could also mean bad news for businesses if they aren’t prepared for the flood of online traffic. Here is why you need to quickly review and improve self-service options for the hectic season to come. According to Gartner, 70% of customers prefer to solve issues by themselves. However, only 9% succeeds in solving their problems without having to engage directly with customer service agents.