Gartner Research

Four Best Practices for Implementing Extreme Customer Self-Service

Published: 27 November 2018

ID: G00337997

Analyst(s): Nadine LeBlanc , Brian Manusama

Summary

Today’s empowered customers have a strong do-it-yourself mindset and changing expectations in terms of preferred engagement channels. This guide helps application leaders supporting CRM and CX better understand, implement and enhance the concept of customer self-service across different channels.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Establish Your Overall Customer Self-Service Vision
  • Analyze the Mix of Service Offerings and Customer Engagement Channels for Organization Suitability
  • Capture, Distribute and Reuse Relevant Knowledge Consistently Across Self-Service and Assisted Engagement Channels
  • Automate Engagements Across All Self-Service Channels by Adding Intelligence and Insight

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