There’s no denying the role of good customer service, including self-service. And both customers and organizations may actually prefer a self-service option: in many situations, consumers opt for self ...

Recently, I was reading a Salesforce white paper on the customer service expectations of millennials and Gen Z. The data mentioned how "67% of millennials have to re-explain their information while ...

Today’s customers prefer to self-serve over queuing on support calls. A study by Microsoft on the State of Global Customer Service found that 63% of customers under 35 go online to look for customer ...