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For Application Development & Delivery Professionals

How To Modernize Digital Customer Self-Service

Three Steps To Improving And Scaling Experiences For The Future

May 3, 2019

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Why Read This Report

Customers increasingly use self-service as the first point of contact with customer service organizations. Positive self-service experiences lead to more satisfied and engaged customers. They also change the nature of customer service work. Good self-service addresses routine requests and questions and allows agents to focus on exceptions and escalations. This report highlights the importance of getting digital self-service capabilities right and helps customer service leaders understand the technology ecosystem necessary to power great self-service.

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Table of Contents

  • Make Self-Service Faster And More Convenient Or Customers Will Leave
  • Embed Self-Service Into Every Communication Channel
  • Three Steps To Creating, Maintaining, And Optimizing Self-Service
  • Recommendations

  • Get Started: Assemble The Building Blocks Of Modern Self-Service
  • What It Means

  • Modern Self-Service Experiences Change The Nature Of Work
  • Supplemental Material
  • Related Research Documents

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