Gartner Research

Why You Need to Rethink Your Customer Self-Service Strategy

Published: 17 March 2015

ID: G00271318

Analyst(s): Brian Manusama

Summary

Gartner clients rank customer self-service as a top-five 2015 customer service trend. Customers can go further down the customer journey without a human engagement than ever before. Customer service leaders must increase channel alignment, make knowledge critical and use data to predict behavior.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • The connected world of people, business and things, known as digital business, is forcing customer service leaders to rethink their self-service strategies
  • Proper implementation of self-service concepts allows customer service leaders to significantly reduce operational costs
  • Using a central contextual knowledge base enables customer service leaders to deliver a consistent self-service engagement
  • Better use of customer data and predictive analytics tools can enable customer service leaders to drive elevated and personalized customer experiences

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