Trends Report

How To Modernize Digital Customer Self-Service

Three Steps To Improving And Scaling Experiences For The Future

May 3rd, 2019
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributors:
Ian Jacobs , Cheryl McKinnon , Daniel Hong , Sarah Dawson , Peter Harrison

Summary

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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