Self-service isn’t the finish line. It’s where the real work begins.

When employees have a question, need to understand a benefit, or want to figure out what to do next, they increasingly start online. Self-service is not something people need to be convinced to use, because it is already part of how they navigate service. Gartner found that 73% of customers use self-service at some point […] The post Self-service isn’t the finish line.