Gartner Research

Best Practices for Implementing Customer Self-Service

Published: 11 September 2015

ID: G00263826

Analyst(s): Brian Manusama


Today's empowered customers have a strong do-it-yourself mindset, wanting to find answers to service inquiries fast, on their own terms and anytime. This guide will help IT leaders supporting customer services to better understand and implement the concept of self-service across different channels.

Table Of Contents
  • Key Challenges



  • Determine the Products That Are and Are Not Suitable for Self-Service
  • Co-create the Customer Self-Service Journey With Your Customers
  • Ensure That an Assisted Channel Is Integrated in the Self-Service Process
  • Set Up a Knowledge Management Module to Distribute Relevant Knowledge to the Self-Service Channels and Consistently Across Channels
  • Automate Engagements Across All Self-Service Channels
  • Plan for Maintenance Before Deployment
  • Promote Self-Service and Encourage Adoption

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