{"id":71679,"date":"2025-06-24T15:24:09","date_gmt":"2025-06-24T14:24:09","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=71679"},"modified":"2025-06-25T14:24:26","modified_gmt":"2025-06-25T13:24:26","slug":"3-in-5-contact-center-agents-dont-recommend-self-service-finds-gartner","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/workforce-engagement-management\/3-in-5-contact-center-agents-dont-recommend-self-service-finds-gartner\/","title":{"rendered":"3 In 5 Contact Center Agents Don’t Recommend Self-Service, Finds Gartner"},"content":{"rendered":"

A Gartner study has revealed that 60 percent of customer service agents fail to champion self-service channels.<\/p>\n

The research firm surveyed almost 6000 customers, who reported that when agents do mention self-service, 25 percent of their comments are neutral.<\/p>\n

More worrying still, the research found that 12 percent of agents actually make “explicitly negative remarks.”<\/p>\n

This is especially concerning for contact centers looking to invest in and grow their self-service offerings, as Gartner reports that customers are twice as likely to use self-service in the future if an agent promotes it during an interaction.<\/p>\n

When discussing the findings, Keith McIntosh<\/strong>, Senior Principal of Research in the Gartner Customer Service and Support Practice<\/strong>, highlighted some of the benefits of self-service for businesses and customers.<\/p>\n

“Promoting self-service is not just about reducing costs; it’s about empowering customers to use the easiest and most efficient solution,” he said.<\/p>\n

Agents play a crucial role in this process, and their ability to positively endorse self-service options can really matter.<\/p><\/blockquote>\n

The findings and McIntosh\u2019s comments underscore the importance of training agents to clearly explain the benefits of self-service tools.<\/p>\n

But why exactly are agents currently failing to promote self-service?<\/p>\n

Is Self-Service Still Struggling to Deliver?<\/h2>\n

There are many reasons that agents might refrain from recommending self-service channels.<\/p>\n

The high workloads and rise in agent burnout have been well documented, as have agent concerns about AI-powered solutions replacing them.<\/p>\n

However, the main reason might be more practical: current self-service channels simply aren\u2019t up to scratch.<\/p>\n

A separate Gartner survey from last summer found that only 14 percent of customer service issues are fully resolved through self-service channels<\/a>.<\/p>\n

Even for “very simple” problems, self-service success rates only reach 36 percent, highlighting a significant gap in effectiveness.<\/p>\n

These findings suggest that current self-service tools are inefficient at resolving queries, a far cry from the time-saving, agent-workload-reducing solutions they proport to be.<\/p>\n

While Gartner does not provide any information on this, it is not difficult to imagine scenarios where agents are having to deal with customers following a frustrating experience with a self-service channel, making the interaction more difficult and the agent less likely to recommend self-service to future customers.<\/p>\n

The shortcomings of self-service come further into view when compared to phone channels.<\/p>\n

Gartner made this point, as the research firm suggested that positive phone experiences may disincentivize customers from using self-service tools.<\/p>\n

Indeed, only 35 percent of customers who last used the phone for support say they\u2019d be willing to adopt self-service solutions.<\/p>\n

With the phone still the leading service channel, its reliability and comfort may be hindering GenAI and self-service adoption.<\/p>\n

In order to encourage customers and agents to better embrace self-service, McIntosh believes that service leaders “should focus on integrating GenAI solutions that complement existing phone interactions rather than replacing them.<\/p>\n

“By positioning GenAI as an enhancement to the phone experience, organizations can reassure customers that the digital assistant is designed to streamline their journey, offering both self-service solutions and seamless transitions to human agents when needed.<\/p>\n

Meeting customers where they are, while offering innovative solutions, is key to driving adoption and satisfaction.<\/p><\/blockquote>\n

Vendors Continue to Champion Self-Service<\/h2>\n

Despite the clear disconnect between customers, agents, and self-service, vendors continue investing heavily in the tech.<\/p>\n

Earlier this month at Customer Contact Week 2025, Salesforce unveiled its new agentic self-service solution<\/a>.<\/p>\n

Integrated into Service Cloud, the tool leverages Agentforce \u2013 Salesforce\u2019s AI agent platform \u2013 to deliver faster, more personalized support through a real-time customer portal.<\/p>\n

On its release, Salesforce promised “a new era for self-service”, which could eradicate many of the issues isolated above, if the new era comes to fruition. However, that’s a big “if”.<\/p>\n

For more insights from leading thinkers across the customer experience space, subscribe to the CX Today newsletter<\/a>.\u00a0<\/strong><\/i><\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

A Gartner study has revealed that 60 percent of customer service agents fail to champion self-service channels. The research firm surveyed almost 6000 customers, who reported that when agents do mention self-service, 25 percent of their comments are neutral. More worrying still, the research found that 12 percent of agents actually make “explicitly negative remarks.” […]<\/p>\n","protected":false},"author":4983,"featured_media":71681,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,61096],"class_list":["post-71679","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","category-workforce-engagement-management","tag-ai-agent","tag-artificial-intelligence","tag-automation","tag-ccaas","tag-self-service","tag-user-experience","brands_to_track-gartner","editorial_type-news","intent-loyalty","target_audience-dual"],"acf":[],"yoast_head":"\n3 In 5 Contact Center Agents Don't Recommend Self-Service, Finds Gartner - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers Workforce Engagement Management news including AI Agent, Artificial Intelligence, Automation, CCaaS, Self Service, User Experience and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/contact-center\/3-in-5-contact-center-agents-dont-recommend-self-service-finds-gartner\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"3 In 5 Contact Center Agents Don't Recommend Self-Service, Finds Gartner\" \/>\n<meta property=\"og:description\" content=\"CX Today covers Workforce Engagement Management news including AI Agent, Artificial Intelligence, Automation, CCaaS, Self Service, User Experience and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/contact-center\/3-in-5-contact-center-agents-dont-recommend-self-service-finds-gartner\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-06-24T14:24:09+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-06-25T13:24:26+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/06\/gartner-sabotage.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Rhys Fisher\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Rhys Fisher\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/3-in-5-contact-center-agents-dont-recommend-self-service-finds-gartner\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/3-in-5-contact-center-agents-dont-recommend-self-service-finds-gartner\/\"},\"author\":{\"name\":\"Rhys Fisher\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044\"},\"headline\":\"3 In 5 Contact Center Agents Don’t Recommend Self-Service, Finds Gartner\",\"datePublished\":\"2025-06-24T14:24:09+00:00\",\"dateModified\":\"2025-06-25T13:24:26+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/3-in-5-contact-center-agents-dont-recommend-self-service-finds-gartner\/\"},\"wordCount\":632,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/3-in-5-contact-center-agents-dont-recommend-self-service-finds-gartner\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/06\/gartner-sabotage.jpg\",\"keywords\":[\"AI Agent\",\"Artificial Intelligence\",\"Automation\",\"CCaaS\",\"Self Service\",\"User Experience\"],\"articleSection\":[\"Contact Center & Omnichannel\u200b\",\"Workforce Engagement Management\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/3-in-5-contact-center-agents-dont-recommend-self-service-finds-gartner\/\",\"url\":\"https:\/\/www.cxtoday.com\/contact-center\/3-in-5-contact-center-agents-dont-recommend-self-service-finds-gartner\/\",\"name\":\"3 In 5 Contact Center Agents Don't Recommend Self-Service, Finds Gartner - 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