Rozenfeld: Only 10% of users escalate issues to customer care reps
Naomi Rozenfeld · How to execute a winning self-service strategy | Wix Answers VP of Revenue Naomi Rozenfeld · Feb 15, 2021 · at 6:36
Naomi Rozenfeld, VP of Revenue at Wix Answers, explains customer support behavior and the necessity of meeting users with self-service support before escalation.
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“We do know that today for almost, you know, for the one out of 10 users that actually does escalate and start talking to one of your customer care reps. Opens a ticket, takes the time to write about it, that 10% of your users that do it, the other 90% don't.”
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