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According to Gartner, the Web self-service space has grown from $600 million in 2011 to $1 billion in 2012. Customers increasingly want to have access to self-service tools, including IVR, chat, mobile, and Web to resolve issues with products and services.
Self-service tools must be designed with the customer journey in mind, though, as poorly designed self-service experiences can have a detrimental effect on the customer-company relationship.
Customers are not the only one benefiting from self-service tools these days; self-service technologies offer huge benefits to organizations as well, by providing a cost-effective alternative to live agent support.
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