Insight

Accelerate customer self-service

Quick and satisfactory resolution of common customer service issues can help your business succeed in the new, digital reality.

Rick Merson

Rick Merson

Director, Customer Solutions Advisory, KPMG US

+1 914-500-7070

Navigating what’s next

Many companies are finding their ability to provide customer service in traditional, agent-based ways is at capacity and unsustainable in remote work arrangements. Their business leaders can make a very strong business case for increased digital enablement. Customer expectations have changed, financial pressures are mounting, and implementing self-service processes and technology is simpler than it has ever been.

This article shares four steps for successful customer self-service initiatives and how three companies put digital service strategies into practice.

Navigating what's next: Accelerate customer self-service
Quick and satisfactory resolution of common customer service issues can help your business succeed in the new, digital reality.

 

Navigating what’s next is an article series that highlights the fundamental changes service organizations need to make to drive customer satisfaction while managing operating costs in 2020. 

More in the series