What Allows Customers to Use the Web to Find Answers

question 6

Multiple Choice

What allows customers to use the web to find answers to their questions or solutions to their problems?

• A) Contact center
• B) Web-based self-service
• C) Call scripting
• D) Website personalization

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Definitions:

Informational Social Influence

The process by which an individual changes their behavior to align with the group due to the belief that the group is correct.

Foot-In-The-Door Effect

A psychological principle stating that people are more likely to agree to a large request after first agreeing to a small one.

Individualism

A philosophy that places the freedom of personal actions above the regulation by collective entities or state power.

Deceived

Refers to being misled or fooled into believing something that is not true.