Moving from in line to online

Ziniades says it is little wonder, then, that 40% of the respondents to the survey said they were willing to use self-service kiosks or other self-service devices to reduce time wasted while waiting for customer care. More than 40% chose one supplier over another because it offered self-service options.

According to him, another survey released by Jupiter Research in 2006 found that 90% of US customers who contacted customer service over a six-month period used online self-service at least once.

“Research conducted by World Wide Worx, on behalf of Consology, shows self-service is also on the rise locally, as customers demand a better level of service from their service providers, and as businesses try to contain climbing customer service costs while differentiating themselves from the competition.”