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Research Report

Self-Service 2.0: Embedding Service Into Applications

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Over the last decade there has been unprecedented spending on customer self-service, but on average, self-service success has remained flat. With an eye toward both deflecting assisted support interactions and boosting customer adoption of technology, TSIA recommends that companies improve the service options embedded in applications, allowing customers to self-service or request assistance without ever leaving the product.

In this report, TSIA shares data on current adoption of embedded support, and outlines innovative approaches to resolving problems for customers while keeping them working in the application. Service organizations looking to increase both self-service deflection and customer adoption should partner with product development to build a roadmap for embedded support in future releases of the product.

Authored By:

John Ragsdale

Vice President Research, Technology and Social, TSIA

Publish Date: October 23, 2017

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