Why You Need to Rethink Your Customer Self-Service Strategy

Archived Published: 17 March 2015 ID: G00271318


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Gartner clients rank customer self-service as a top-five 2015 customer service trend. Customers can go further down the customer journey without a human engagement than ever before. Customer service leaders must increase channel alignment, make knowledge critical and use data to predict behavior.

Table of Contents

  • Analysis
  • Impacts and Recommendations
    • The connected world of people, business and things, known as digital business, is forcing customer service leaders to rethink their self-service strategies
    • Proper implementation of self-service concepts allows customer service leaders to significantly reduce operational costs
    • Using a central contextual knowledge base enables customer service leaders to deliver a consistent self-service engagement
    • Better use of customer data and predictive analytics tools can enable customer service leaders to drive elevated and personalized customer experiences
  • Gartner Recommended Reading
© 2015 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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