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Real quick: in your lifetime, think of the changes you’ve seen to handling the customer experience. If you’ve worked in the area for any length of time, then you’ve probably seen a lot. Traditional channels of customer support, such as phone-based and face-to-face models, are still in use today; however, many newer, technological-oriented methods are becoming more common. These include email support, chat-based support as well as self-service. This post will looking at the growing trend of customer self-service.

When we say “customer self-service,” we’re not referring to the self-checkout lines at the grocery store, although that could be a potential form of it. For our purposes, we’re talking about customers going online and looking for the support they need, with minimal participation from an agent, if an agent is even needed. There has been a 12 percent rise in such cases, and customers use systems such as knowledge bases, where common service-related topics are handled, as well as community forums, where users put their heads together to solve problems. These methods, designed to deal with more routine support issues, free up agents to deal with more difficult problems, thus saving everyone a lot of time. And it is for this reason that customer self-support is the fastest growing trend in the field.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service.

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