Gartner predicts that by 2022:
- 85% of all customer service interactions will start with self-service.
- Customer self-service will make up for 64% of all customer engagement.
Despite these figures that showcase the growing need for customer self-service, many businesses lack an intentional approach and vision to implement it in their web portal effectively, resulting in disjointed experiences and self-service capabilities that leave much to be desired.
To combat this, IT teams should utilize six best practices found in this whitepaper:
- Understanding what customer service teams actually need.
- Aligning with the overarching customer experience strategy.
- Implementing robust integration between systems.
- Adding robust knowledge management.
- Enhancing performance management.
- Using a digital experience platform.
In addition, this guide includes a success story from a global leader in retail and wholesale telecommunication services that implemented a self-service portal to:
- Reduce customer account set-up time to just a few minutes.
- Accelerate and improve the onboarding workflow.
- Improve user experience with an intuitive interface.
- Provide immediate access to relevant content and transaction details.
Fill out this brief form to download a guide that will walk through how to implement self-service in order to run a cost-efficient and scalable customer service program.