Self-Service 2.0: Embedding Service into Applications
Over the last decade, there has been unprecedented spending on enhancing customer self-service, yet self-service success has remained flat. TSIA recommends that companies improve the service options embedded in applications, allowing customers to self-serve or request assistance without ever leaving the product.
In this report, TSIA shares findings and recommendations on how to make in-app self-service a reality, and why it’s becoming business critical. Key takeaways include:
- Current data on the adoption and returns of embedded support
- Innovative approaches to resolving problems for customers while keeping them working in the application
- Tips to build an embedded support strategy and roadmap
Over the last decade, there has been unprecedented spending on enhancing customer self-service, yet self-service success has remained flat. TSIA recommends that companies improve the service options embedded in applications, allowing customers to self-serve or request assistance without ever leaving the product.
In this report, TSIA shares findings and recommendations on how to make in-app self-service a reality, and why it’s becoming business critical. Key takeaways include:
- Current data on the adoption and returns of embedded support
- Innovative approaches to resolving problems for customers while keeping them working in the application
- Tips to build an embedded support strategy and roadmap