Companies are always looking for ways to boost employee productivity and watching to see how it impacts the bottom line. But the same principles can apply when making your customer experience more efficient and effective by letting the consumer take the driver’s seat for customer service. In today’s marketplace, customers expect to find the answers they need instantly. They also expect to be able to complete purchase transactions in a myriad of ways, all with ease and fluidity. Brands have to keep up with the pace of customer....