Flowchart: Is your best customer service option self-service?

Sometimes, it’s just easier and speedier to get things done yourself. Today’s consumers want immediate gratification, and that typically means not waiting to speak to a customer service agent. That said, although self-service is a key pillar of a brand’s customer experience strategy, there are instances when it’s just not an appropriate, effective or desired method. As such, brands must ensure they’re providing the right balance between humans and technology.

TELUS International conducted a survey in partnership with The Harris Poll to uncover consumers’ opinions on self-service. Almost everyone polled agreed (93%) that they liked self-service options, but it should be no surprise that different generations had varying preferences for when, where and how they want to use them. But, what are they?

Take a journey through our flowchart and see for yourself!