[Analyst Report] How to Modernize Digital Customer Self-Service

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Forrester Research Inc., May 3, 2019

What will you learn?
  • A comprehensive understanding of how self-service enhances customer relationships and retention

  • A  six-step approach to assembling the building blocks of modern self-service

  • Examples of companies leveraging self-service and automation to deflect up to 90% of inquiries

What's in this report?

Forrester’s latest report on digital customer service highlights the importance of getting digital self-service capabilities right. Customer service leaders can read this report to gain a better understanding of the technology ecosystem necessary to power great self-service.

HS feat Forrester (white) option 2-2

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Customer service leaders must make self-service easy and fast — connecting the customer to the right action or answer. It should use customer, journey, and contextual data. It should be delivered when the customer is engaged, in their flow of actions within the application that they are using. Interactions should seamlessly transfer to agents if necessary. Self-service should empower customers with knowledge that you anticipate that they need and ensure success on their journeys.

  • Microsoft
  • Western Union
  • BBVA
  • Virgin Media
  • Xfinity