Best Practices for Implementing Customer Self-Service

Archived Published: 11 September 2015 ID: G00263826


Not a Gartner Client?

Want more research like this?
Learn the benefits of becoming a Gartner client.

contact us online


Today's empowered customers have a strong do-it-yourself mindset, wanting to find answers to service inquiries fast, on their own terms and anytime. This guide will help IT leaders supporting customer services to better understand and implement the concept of self-service across different channels.

Table of Contents

  • Introduction
  • Analysis
    • Determine the Products That Are and Are Not Suitable for Self-Service
    • Co-create the Customer Self-Service Journey With Your Customers
    • Ensure That an Assisted Channel Is Integrated in the Self-Service Process
    • Set Up a Knowledge Management Module to Distribute Relevant Knowledge to the Self-Service Channels and Consistently Across Channels
    • Automate Engagements Across All Self-Service Channels
    • Plan for Maintenance Before Deployment
    • Promote Self-Service and Encourage Adoption
  • 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.

Free Research

Discover what 12,000 CIOs and Senior IT leaders already know.

Free Access

Why Gartner

Gartner delivers the technology-related insight you need to make the right decisions, every day.

Find out more

Call +1 800 213 4848 or contact us

to become a Gartner client.