Self-service that still has an expert behind it

Is Your Organization Ready to Provide Self-Service for Your Customers and Field Technicians?

Michael R. Blumberg, President, Blumberg Advisory Group

The need to fulfill customer demands for rapid response and quick resolution are the leading reasons many companies have implemented self-service models. Consumers in various industry sectors have become more savvy, self-reliant, and competent to initiate and resolve service requests independently or through guidance and assistance from a remote expert. To some extent, a more competent and more engaged customer base has made self-service a viable option.

Customer self-service models are expected to increase. According to a Salesforce report cited by the original paper, 60% of businesses expected to implement self-service portals within 12–18 months. A Zendesk study cited in the paper found that only 20% of companies offered self-service capabilities in 2019.

Is your organization ready to provide self-service for your customers and field technicians?