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Now more than ever, service teams are facing new challenges on how to best serve their customers.
With much of the world shifting to remote workforces, we have found that some organisations are changing the way they employ self-service, while others have yet to use it or have not found self-service the most effective way to support their customers.
This report, based on SDI research findings, looks at organisations’ self-service strategies, how successful they have been in terms of uptake, benefits realised, and in comparison with the expectations of respondents without self-service, and how service desks believe their strategy could be improved.
The report also explores the experiences of service desks without self-service portals and compare the perceived and realised benefits of self-service.