Let’s get ready to rumble in customer service. Our boxing ring is the telecom industry. The challenger in the red corner: a modern contact center. In the blue corner we have the veteran, the call center. It has prepared itself for this fight through an upgrade in digital transformation. The question is: who wins? The condition for victory is to offer each customer generation the communication channel that suits them best. And the price is a leading position in the saturated telecommunications market.

Customer self-service is an important tool in customer service and a feature of the self-service culture in our society. Customers wish to troubleshoot pro-actively 24/7 across all communication channels. But what are the characteristics of successful customer self-service? And how can a company profit from this service channel? We point out the important factors.