Trends Report

Customers Self-Serve As A First Point Of Contact For Customer Service

Adopt Five Best Practices To Drive Self-Service Knowledge Success

May 4th, 2016
With contributors:
Patti Freeman Evans , Meredith Cain , Peter Harrison

Summary

Web and mobile self-service have unseated the phone as the first point of contact with customer service organizations. Why? Customers expect companies to value their time, and self-service provides ways to easily and effectively resolve issues. This report highlights the importance of self-service knowledge management for application development and delivery (AD&D) professionals and outlines five best practices to make content actionable.

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