Gartner Research

Investment in Web Customer Self-Service Reaps Time-Saving and Cost Rewards

Published: 08 March 2013

ID: G00249716

Analyst(s): Johan Jacobs


Many organizations that once wanted self-service implementations claimed promises of deflected customer service interactions would reduce service charges. Today, to justify these investments, customer service managers must rely on actual measurements of increased revenue and faster solutions.

Table Of Contents
  • Key Challenges



  • Focus on Multichannel, Multifunction Self-Service Architecture
  • Leverage the Power of Knowledge Management
  • Embrace New-Age Call Deflection Technologies
  • Base Your Decision to Implement Self-Service on More Than Reducing Costs

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