Pros/Cons: Self-Service VS One-on-One Customer Support
The traditional way of support is one-on-one. A customer calls, emails or chats with a customer service agent for support. They receive personal customer service from the company. Every support representative bonds with customers.
The modern way of customer service is helping customers help themselves. Customers search for the answers they want on the internet and read the articles or discussions on your self-service portal An entire support experience happens with no intervention from support representatives.
So which way is better? Which method of customer service do customers prefer? Who wins in a fight between traditional one-on-one support and modern self-service support? Watch this video to find out.
Read more: https://blog.freshdesk.com/online-sel...
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How to integrate self-service with one-on-one support effectively? Watch the video now: • Self-service and 1-1 customer support: 4 s...
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Pros/Cons Series is an attempt by the Freshdesk Academy to compare, decode and validate customer service philosophies and ideas. Subscribe to the Freshdesk Academy channel to follow this series: http://bit.ly/FDAsubscribe
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