Gartner layout the Foundations of successful online customer service

  • 14 October 2022
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Gartner run an annual state of customer service survey and the 2022 results revealed that less than a quarter of customers report starting on a self-service channel when trying to resolve a service issue.

This can have significant impacts on support operations and therefore the cost associated with customer support. 


Self service is a cornerstone of the customer hub. A place to get help, track help, be inspired and share experience. 

I link here the article from CXM Customer Experience Magazine that highlights the 11 Foundational capabilities of a service portal that I think would lead you on a great path to Customer Hub success. 


Let me know what you think in the comment below, and feel free to share any examples of portals, hubs and communities you like to use and reference.


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