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https://www.superoffice.com/blog/customer-self-service/
Jan 08, 2020 · And finally, all content within the self-service portal must be optimized for desktop, tablet and mobile users. When self-service support is done right, it allows the customer to find information quickly, can reduce the number of calls or emails your support team receives and lead to a greater customer experience.
https://www.atlassian.com/it-unplugged/best-practices-and-trends/technologies-for-self-service-success
For customers (whether internal or external), self-service should be faster and / or more convenient than the alternative. That means easy to find and easy to use. Like this easy: For businesses, self-service should ideally reduce Level 1 support inquiries. (It can cut costs, too, but don’t count on it …
https://www.gartner.com/en/information-technology/glossary/self-service-analytics
Self-Service Analytics is a form of business intelligence (BI) in which line-of-business professionals are enabled and encouraged to perform queries and generate reports on their own, with nominal IT support.Self-service analytics is often characterized by simple-to-use BI tools with basic analytic capabilities and an underlying data model that has been simplified or scaled down for ease of ...
https://www.talkdesk.com/blog/4-benefits-3-challenges-self-service-customer-support/
Aug 09, 2016 · Self-service is a common support channel found in omnichannel strategies for a variety of reasons. The go-to self-service channel is the company website. Self-service can take many forms. For B2C companies, FAQ sections may suffice. Other businesses may invest in developing a ...
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