According to a recent Gartner survey, although many companies have invested in these capabilities, only 14% of customer service and support issues are fully resolved through self-service. The report revealed that even for “very simple” problems, only 36% of customers could resolve their issues through self-service alone. “While 73% of customers use self-service at some … Continue reading Frustration grows as 43% of customers can’t find answers in self-service