This report provides insights from CX industry professionals on best practices for self-service strategies. The report highlights four key rules for increasing customer retention and loyalty through self-service: understanding why customers are reaching out, being available where customers are, using accessible language, and defining success by resolution rather than channel volume. The report also notes the importance of understanding customer signals and the increasing use of digital channels due to the pandemic. Implementing a self-service strategy requires careful consideration of priorities and adherence to best practices to ensure success and cost-effectiveness.
