6 Best Practices for IT Leaders to Enable Effective Self-Service

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:

1. Understanding what customer service teams actually need.
2. Aligning with the overarching customer experience strategy.
3. Implementing robust integration between systems.
4. Adding robust knowledge management.
5. Enhancing performance management.
6. 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:

1. Reduce customer account set-up time to just a few minutes.
2. Accelerate and improve the onboarding workflow.
3. Improve user experience with an intuitive interface.
4. Provide immediate access to relevant content and transaction details.

A guide that will walk through how to implement self-service in order to run a cost-efficient and scalable customer service program.