A new report from Forrester Research, How To Modernize Digital Customer Self-Service, details the importance and benefits of modernizing digital customer self-service and guides customer service leaders with recommendations and concrete steps on how to best achieve modernization.
The research leverages data from real-world implementations, incorporating quantified operational improvements realized by digital self-service platform customers, including self-service data from Helpshift.
According to Forrester, modernizing digital customer self-service relies on improving and scaling experiences, and this report describes the three key steps to doing so, including how to:
- Extend your reach beyond curated answers and simple processes
- Extend self-service experiences to be highly usable and discoverable
- Scale self-service experiences with agile processes and machine learning
For customer service leaders seeking to justify their goal to modernize, the report provides compelling evidence of not only CSAT benefits but a host of additional benefits in the form of increased revenue and conversions, higher levels of customer engagement, and ongoing customer success (that maximizes customer LTV).
In addition, readers of the report will learn how easy it is to embed self-service into their channels, thanks in large part to advanced technologies such as AI/ML and bots. The report states that “great self-service rests on deeply understanding the customer and their context to serve up the right self-service experience to address their question or problem from within the channel and touchpoint that they’re using.”
We believe inclusion of Helpshift customer data in the report reflects the fact that Helpshift’s digital self-service platform and solutions align closely with the vision and steps required for self-service modernization — steps which the Forrester Research report comprehensively details.
To read the report in full, download here.