11 Fundamental Capabilities to Build Your Customer Self-Service Portal
MacIntosh, Jennifer; Gartner
Quaglietta, John; Gartner
With most self-service support experiences resulting in dead ends, customer service leaders must complete an assessment of their existing portal capabilities to increase effectiveness and improve the customer experience. This guide will help readers identify gaps and areas of improvement in their self-service portals, expand current reporting and analytics methodology, and implement the identified foundational capabilities.