Conventional wisdom tells us that customers need service and support, but do they really?
For decades, the service and support function has largely focused on managing existing demands. But, it has often failed to determine if certain customer interactions are necessary or delivering value.
Download this Gartner guide to learn how to:
- Remove interactions that erode customer value
- Redistribute routine interactions from assisted service to self-service
- Restructure assisted service to deliver accretive value to the customer