How to help your customers help themselves

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When something breaks, the first thought is usually some inappropriate words and then an encroaching anxiety of making time to call or Web chat with customer service. That is, unless there is a viable solution you can manage on your own accord. Cue the art of self-service. This is the practice of propping up the customer with research, information and tools to fix issues for themselves. Detecon Consulting surveyed customers and managers across five different industries—public transportation, banking, e-commerce, telecommunications and energy—to conclude that 78 percent of those surveyed embrace customer self-service; 60 percent of those surveyed said the ability…

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