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

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Log In

Become a client

Learn how to access this content as a Gartner client.