Gartner Research

Best Practices for Customer Self-Service Framework

Published: 19 February 2013

ID: G00248650

Analyst(s): Johan Jacobs


Self-service and self-care investments are rampant, and their enterprise uses are still emerging. We provide a framework for customer service managers for planning and ensuring that customer self-service and customer self-care initiatives contribute to bottom-line results.

Table Of Contents
  • Key Challenges


  • What Is Customer Self-Service/Self-Care?


  • Make Sure Customer Self-Service Is Needed — and Wanted
  • Consider the Best Self-Service Architecture for Your Organization
  • Plan for Maintenance Before Deployment
  • Create an Escalation Process
  • Integrate With the Existing Customer Service Application
  • Create a Killer Marketing Campaign
  • Focus on a Great Customer Experience

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