Customer support self-service has been around for many years, but in 2020 is more important than ever before. As Gartner states in its article, “5 Customer Service Tech Trends in 2020”, Self-service is king. Some of the drivers of self service royalty include….

Firstly, as a result of the pandemic quarantines, many more employees and customers are working from home. As a result, they have to rely more heavily on self-help technology, and less on day to day human interactions. Secondly, the pandemic has driven up customer service demand in many businesses. Offering excellent, customer self-service provides another channel for …

Management Roadmap

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