Studies have shown that 81% of customers across industries will attempt to take care of matters themselves before reaching out to a live representative. While this may convince customer experience leaders of the need for self-service capabilities, IT teams may be hesitant to devote their time and resources to managing a self-service web portal.
But, alignment with IT is critical to the success of a self-service strategy. This guide includes the following points for customer experience leaders to put together a compelling business case:
- Triggering the need for change
- Communicating benefits of self-service for IT teams
- Getting buy-in for a unified customer experience platform
Download the guide to learn how to get aligned with IT to implement an effective customer self-service strategy.