Self-service has become an integral component of journey design as the modern customer demands speed, accuracy and consistency across all support touchpoints.
Customer journey mapping
By incorporating elements of self-service into the design phase of journey mapping, companies are improving customer satisfaction on the one hand and their key business metrics on the other.
In this eBook, we discuss the elements of journey mapping and how it can help evangelise intelligent self-service initiatives within an organisation.
Download the eBook to discover:
- How to put customers' needs and expectations for self-service into the context of their goals and tasks
- How to determine what types of self-service solutions will improve customers’ perceptions of your brand
- How to use journey maps to bust through internal silos and create consistency across channels
- The role technology plays in self-service