How to conquer your customers' self-service scepticism

GartnerCSS research shows that less than a quarter of customers start on a self-service channel when trying to resolve an issue. In a new byline for MyCustomer, Gartner expert Astha Maheshwari explores how to boost selfservice adoption. Learn more:

and CSS leaders can reduce cost-per-resolution and reduce the number of cases that assisted-service must resolve, reducing the time it takes to deal with each case.

when trying to resolve a support issue. They’ll often start with a call to the company, even for issues that they see as easy to resolve. Overall, this results in increased cost-per-resolution.and people to improve their self-service capabilities, according to Gartner research.

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