Re-Thinking Self Service KPIs

The key to meeting changing customer service expectations and preferences is to strive for cross-channel experience consistency.

Measuring Self Service Success

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Speed has never been more important in customer service. With Millennials and Digital Natives expecting instant gratification, self-service offers companies a way to keep up. While automating customer service can increase both efficiency and effectiveness, it also changes the ways companies need to measure performance. Understanding how to re-think and adjust your KPI management strategy before making the change to self-service will help companies understand, evaluate, and optimize automation.

Download this whitepaper to learn about:

  • How technology is changing customer expectations
  • Taking a holistic view of service teams and tools
  • Evaluating self-service efficiency and effectiveness
  • Key KPIs to keep automated channels on track



FORRESTER WEIGHS IN

"73% of consumers said valuing their time is the single most important service expectation they have, even more than getting the right answer" - Forrester Research