Introduction: from in-line to online methodology respondent customer base and customer service staffing customer care consultants in organisation self-service in action primary form of communication with customers outsourcing of customer care/contact centre forms of customer interaction self-service channels in use investment per customer increase in spending on self-service funding model for self-service self-service strategy defining self-service the importance of self-service to customers employee awareness of self-service initiatives key customer demographic considerations ideal self-service functionality self-service functionality on the drawing board preferred self-service channels importance of self-service financial and investment strategy importance of business drivers for self-service satisfaction with self-service efficiency of self-service obstacles to self-service methods used to drive adoption of self-service measuring the success of self-service responsibility for self-service
