Gartner Research

How to Boost the Adoption of Your Customer Self-Service Initiative

Published: 19 October 2015

ID: G00292526

Analyst(s): Brian Manusama


Although customer self-service is a top priority for organizations, a significant number of customers nowadays abandon the use of solutions. Providing in-channel support or an escalation option will help resolve this issue for IT leaders supporting customer self-service.

Table Of Contents
  • Key Challenges


  • Defining the Customer Service Problem
  • Understanding the Cause
  • Understanding the Solution
    • Knowledge Base for Self-Service
    • Live Chat
    • Collaborative Browsing
    • Virtual Customer Assistant
  • Measure Your Performance — The Bottom Line

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