Self-Service 2.0: Embedding Service into Applications

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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

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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