Build a Successful Digital Customer Service Strategy

Improve the customer service experience while reducing live contact volume

Digital Customer Service Strategy

Service leaders report pressure to provide customers with more digital and self-service offerings as part of their customer service strategy, with 97% currently adding or integrating some type of self-service initiative. This creates a costlier, more complex network of channels to manage without improving the customer experience and insufficient reduction in live volume. 

Download this free guide to learn about customer service trends and to better position your service and support strategy for success. Learn how to:

  • Deliver a low-effort, high-quality service experience with less channels
  • Create seamless customer resolution journeys while driving costs down with digital customer support
  • Make the shift from a live to a self-service dominant function

Download the Digital Customer Service Strategy Guide

Learn how service leaders improve the customer service experience while reducing live contact volume

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    Shift toward a self-service dominant customer service strategy

    Customers do not have strong channel preferences and prioritize obtaining a resolution above all else. Service leaders should focus their efforts on resolving customer issues completely via self-service channels with only the most complex cases being directed to live-channel reps to deliver a high-quality service experience and maintain customer loyalty.

    Download Gartner's guide for 10 ways to improve digital and self-service effectiveness.

    Customer Service Strategy Insights

    Gartner surveyed over 8,000 customers, 125 companies and 50 services leaders to determine the current state of self-service and how the “add and integrate” strategy is working. The results provide a guide to creating a comprehensive digital  customer service strategy that reduces live contact volume, while improving the quality of customer service interactions and cutting service center costs.

    Does your digital customer service strategy deliver?

    Gartner research finds that the more channels a company operates, the more contacts customers make to the service center. Despite the intention of simplifying service, more channel offerings create complex customer resolution journeys. Download our free guide to to better position your customer service strategy for success.

    Read eBook

    Service and Support Leader Digest

    Gartner created the Service and Support Digest to ensure customer service leaders have access to the latest best practices, insights and trends. Download our latest issue for help with your customer service strategy. 

    Read Digest

    Rethink your customer service strategy to drive self-service

    Gartner research finds 56% of service leaders are adding new channels or features within their existing channels, but customers are still calling for live support — adding cost and complexity to service operations. Read more about redesigning your customer service strategy from agent-assisted to self-service operations.

    Read Article

    Transition to a Digital-First Service Organization

    Companies are looking to improve digital and low-cost channels as they feel pressure to optimize costs. Join our latest webinar where we reveal the best practices of companies that have cracked the code to creating an effective digital customer service strategy. 

    Join Webinar

    Questions about becoming a Gartner client?
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    How Gartner helps Customer Service Leaders with their Strategy

    Insight

    Optimize your service channel portfolio

    Focus on what customers are trying to accomplish to help resolve issues with less effort.

    Learn More

    Research

    Learn which technolgies your peers are prioritizing

    Dive deeper into the insights from Gartner’s service technology survey to understand how service technologies can be grouped into five distinct sections and learn the current and future state of each technology in comparison to others in their section.

    Read Report

    Webinar

    Improve the customer experience by reducing customer effort

    Learn the basics of measuring customer effort and improving the customer experience.

    View Webinar

    Gartner Customer Service Strategy Case Studies

    As a company, we decided to prioritize self-service. This has helped us transform to a majority self-service organization, reducing customer service expenses by 23% and allowing us to reinvest in more functionality and higher skilled staff while also giving money back to the company.
    Director of Self-Service, Large Multi-Level Marketing Organization

    Gartner works with service and support leaders from more than 400 organizations worldwide

    This network enables us to deliver an unparalleled perspective on the trends, opportunities and best-practice solutions that are shaping customer service functions across regions and industries
    Become a Client