This recent McKinsey Quarterly article discusses the value and savings from offering and moving customers towards online self-service. I bet some of you all share my frustration with some companies and government organizations where you legitimately cannot find a phone number to call anyone or a location to go to because the company wants you to do everything online instead of bother them with a call.
Though these are typically extreme cases, as customer service becomes more mobile driven, faster, and altogether helpful, customers grow to expect this. Some companies are pressing ahead while others are miserably behind #Comcast.
I’ve embedded the article and a SYNOPSIS and thoughts in the attachment below.