Customer Engagement: Optimizing Self-Service Options

May 4th, 2018

Lisa Nakano

Summary

Providing customers with self-service options has become increasingly important for B2B organizations. Many self-service channels are faster and simpler than channels that require active participation from the organization. Engaging in frequent experiences with apps and automated systems in personal purchases also has changed the way customers expect to engage. In this report, we discuss how organizations can maximize the value and recognize the limitations of self-service options within an omni-channel customer engagement strategy to balance organizational resources and effort and increase customer loyalty.

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