Transforming from Help Desk to Service Desk – Volume IV: Getting Self-Service Right with Six Simple Steps
Customer self-service is far from new. In fact, industry analyst firm Gartner projects that by 2010 self-service will account for 58 percent of all service interactions, up from 35 percent in 2005. Yet many companies are still grappling with how to get self-service right. Volume IV of this five-part series reveals six simple steps you can take to help ensure customer adoption of self-service processes, reducing their need to interface with live agents and enabling you to focus service desk resources on more strategic, complex issues.
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