Today’s empowered customers have a strong do-it-yourself mindset and changing expectations in terms of preferred engagement channels. Most companies understand the strategic importance of a successful customer self-service system. However, finding success in demonstrating the benefits of said system often proves to be difficult. Through this guide, CRM and CX leaders can gain a better understanding for how they can improve opportunities for customer self-service across a variety of channels.
Automating different customer services means ensuring your customers have access to the right tools and information that will lead them to success. Zendesk’s self-service support is convenient and efficient, helping customers to feel empowered while also adding value to the customer’s overall experience.
Gartner, Four Best Practices for Implementing Extreme Customer Self-Service, Brian Manusama, Nadine LeBlanc, 27 November 2018