Gartner Research

Make Customer Self-Service a Top Priority in 2013

Published: 11 February 2013

ID: G00248526

Analyst(s): Johan Jacobs


This roundup of Web customer service research examines the highlights for 2012 and confirms that customer self-service should be a top priority in 2013 for customer service directors and CIOs.

Table Of Contents


  • Growth of the Knowledgebase and Search
  • Importance of a Structured Framework and Approach
  • A Keen Focus on Customer Self-Service
  • Best Practices for Success

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