HomeResearch Articles Customer Engagement: Optimizing Self-Service Options

Customer Engagement: Optimizing Self-Service Options

  • An effective customer engagement strategy includes convenient self-service options, but many b-to-b organizations fail to adequately design these options
  • Self-service options should prioritize ensuring each customer stays in the right channel for resolving his or her issue
  • Customers with questions or challenges that cannot be accommodated by self-service must be routed properly to higher-touch customer service options
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