Today’s consumers are increasingly fond of self-service.
Part of this comes from the convenience of self-service options; whether it’s paying a bill from the comfort of your own home or canceling a subscription without having to spend half an hour on the phone with someone, it’s an approach to customer service that fits the busy modern person’s schedule.
However, a larger part of this desire for self-service options comes from the newer generations’ lack of desire to talk to actually talk to other people on the phone. While often mocked by older people, this is just a natural part of the evolution of communication - and something that should be catered to by businesses that hope to remain competitive. Offering more contact center self-service options is one way to keep these businesses relevant in a time when they have fallen out of public favor.