When people feel anxious, it is human nature to want to turn to another person for help.
Yet many companies in high-anxiety settings are increasingly funneling nervous customers to self-service technologies like kiosks, websites, and smartphone apps. To learn more about the use of technology in customer service and ways to improve the service experience, Michelle Shell—a doctoral candidate at Harvard Business School—and Professor Ryan Buell conducted a series of experiments.
On September 25, 2019 at 12:00 PM EST, in a live, interactive HBR webinar, sponsored by Five9, Shell will share insights from these experiments that are relevant to companies in all industries. These can be used to improve customer service and build trust with customers with a relatively low-cost change in design.
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