What will you learn?
What's in this report?
Forrester’s latest report on digital customer service highlights the importance of getting digital self-service capabilities right. Customer service leaders can read this report to gain a better understanding of the technology ecosystem necessary to power great self-service.
"Customer service leaders must make self-service easy and fast — connecting the customer to the right action or answer. It should use customer, journey, and contextual data. It should be delivered when the customer is engaged, in their flow of actions within the application that they are using. Interactions should seamlessly transfer to agents if necessary. Self-service should empower customers with knowledge that you anticipate that they need and ensure success on their journeys."