Self service is often seen as a panacea for reducing the cost of service and increasing customer convenience - but before you believe the hype of the product vendors let us debunk five self service myths.
There are five myths we are continuing to come across after companies have implemented self service functionality:
- That self service will reduce contacts
- If you build the solution, customers will automatically adopt
- The technicians or marketing should design the solution
- It makes life easier for the customer (particularly speech)
- The sales team will help set up self service at the beginning
Learn how you can avoid them
What You'll Learn
- Common mistakes companies have made when creating self service functions
- How to get the right people involved in solution design
- The best way to not create an IVR
- The "whole practice" answer
Whitepaper at a Glance
All major companies are pursuing or refining web, phone or kiosk solutions for customer self service. Unfortunately they have not considered where the solutions sit in the scheme of all interactions or looked at it from the customer perspective. We find again and again that the manned channels have a critical place to play in directing ideas, education and support for self service. Despite significant investments in these technologies, ultimately designed to reduce cost - the potential performance improvements are still not being realised in many customer operations today.
Many customer operations continue to face:
- increased customer contacts, created by the mechanism designed to reduce them;
- poor usability or "copy and paste" of current practice over to the new channel; and
- lack of a coherent way to migrate customers over to the new platform.
In this White Paper, LimeBridge consider the five myths in more detail, to help you extract greater benefit from your technology self service investment.
