Organizations focused on delivering value to their customers are increasing their attention to the provision of self-service opportunities. This is no surprise as connected customers are looking for more self-service channels in order to resolve their information and knowledge gathering, product support, and customer support inquiries. Self-service maximizes the convenience for the customer when seeking service and also offers a more cost effective way for organizations to empower and support customers.
In 2014, The Service Council polled 178 organizations to dig deeper into their Customer Experience Management efforts. The survey effort focused on customer experience management strategy, multi-channel support, and voice of the customer initiatives. Read this report to discover research data insights in the area of self-service.
Mark Chillingworth on IT leadership
Phil Muncaster reports on China and beyond
Kathryn Cave looks at the big trends in tech