Published: 31 July 2024
Self-service is a critical component of customer service and support leaders’ strategies, and leaders must orchestrate a wide range of capabilities to deliver successful resolution. This research enables you to compare your self-service capabilities in three critical areas with those of your peers.
Gartner identifies three elements of self-service experience that have the largest impact on issue resolution — making content findable via external and on-site search, easy-to-use website navigation, and robust content/knowledge practices.
When it comes to search, most organizations make support content readily findable via prominent on-site search bars and easy filtering, but very few organizations make them more responsive by using machine learning, AI or personalization. Under half routinely conduct search engine optimization (SEO) to ensure that common customer searches direct them to the most relevant content.
On website design and navigation, most organizations have invested in responsive design and
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Analysts:
Michael Rendelman, J.J. Moncus, Jennifer MacIntosh, John Quaglietta
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