April 22, 2020
10:00 a.m. EDT
Live Webinar
|
1 hour
Discussion Topics:
- Identify and prioritize self-service channel and capability investments
- Increase customer adoption of self-service capabilities
- Measure self-service channel effectiveness
EDT: 10:00 a.m. | BST: 15:00
During the COVID-19 crisis, leading with self-service can transform your organization’s cost to serve and improve customer experience. Customers tend to prefer self-service over assisted channels as it is readily available and eliminates wait time with an agent. Self-service options must be designed for low effort and high success, or customers will abandon and switch to higher-cost assisted channels. This complimentary webinar will help you identify the most effective self-service strategy and navigate how to quickly direct customers to the correct channel during this crisis.
Return to this web page to watch the webinar. Contact us at gartnerwebinars@gartner.com with questions about registering or watching.
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Hosted by
Philip Jenkins
,
Sr Director Analyst
John Quaglietta
,
Sr Director Analyst
