Why this is important

If you’re ready to build smart, effective approaches to the design, implementation, and maintenance of your self-service channels, we’ve got you covered. Use these resources to help you target your opportunities, design an effortless self-service experience, make it an organizational priority, and then build momentum for adoption.

Steps covered

1. Assess your opportunities for self-service improvement
2. Design for an effortless self-service experience
3. Make improving self-service an organizational priority
4. Build momentum for self-service adoption

Key takeaways

The most important things to know

• Make the self-service user experience effortless. Focus on a small number of key interactions in the user journey where user experience is won or lost.
• Prioritize self-service improvement and maintenance. Define measurable goals for self-service, and make it a priority for your service teams.
• Nudge users to adopt self-service. Help users overcome change inertia through a variety of tactics, from branding to the use of key influencers.

The payoff of getting this right
A typical self-service interaction can be 98% less expensive than a phone- or email-based interaction—meaning that your organization can save millions of dollars by moving more support requests to self-service.