The Right Kind of Self-Service


Self-service can sometimes be a little self-serving for companies — a way to reduce investment in customer service by pushing the work onto customers. But it can also be a powerful tool for helping customers get what they need more quickly, and for creating space for support staff to do much more valuable work.

Join Jeff Toister, customer service author, consultant, and trainer, and Nick Francis, CEO of Help Scout, for a live discussion on the roles of self-service and humans in customer-centered companies.

What you’ll learn:

  • The benefits and drawbacks of self-service
  • How to identify the perfect placements for self-service
  • The role of people in enabling and extending self-service
  • Techniques for creating great self-service experiences

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