Customer Service and Support

Reprioritize Investments To Maximize Self-Service Containment

| 1 hour

Containing customers in self-service provides tremendous cost-savings for service organizations, with self-service averaging just 10 cents per contact compared to $11.00 for assisted service. To take advantage of these savings, customer service and support leaders invest heavily in self-service channels and capabilities, but only 13% of customers remain fully contained within these channels. This complimentary webinar will show customer service and support leaders where to reprioritize their investments to maximize self-service containment. We highlight the three primary failure points in the customer journey that drive assisted-service volume -- external search, site navigation, and self-service capabilities -- and show you how to turn them to your advantage.

Contact us at with questions about watching.

Discussion Topics:
  • Learn the three primary self-service failure points that drive assisted-service contact volume
  • Use search engine optimization and website design to contain more customers in self-service
  • Rethink the digital self-service strategy to account for all three failure points

Hosted by

Andrew Schumacher

Sr Principal, Advisory

Connor Seidenschwarz

Sr Principal, Research

Gamika Takkar

Sr Principal, Research, KI Leader

Watch Now

Contact Information

All fields are required.

Company Information

All fields are required.

Type company and location
Optional Optional

Already registered? Please re-enter your email address above and click "Continue" to join the webinar.