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Top : Self-Service Customer Service Issues: More companies are moving towards supplying self-service to customers to replace face-to-face-contact. Here, you will find more information about the challenges, successes, problems and failures with self-service systems.
Articles:Customers Prefer Self-Service - by Patrick O’NealWhen companies empower customers to transact how they want, when they want, the majority of customers will choose the lowest cost option. (Added: 26-May-2005 Hits: 343 ) Customer Self-Service: Are You Ready? - by Barton Goldenberg There is a new generation of tech-savvy customers, and the old ways of delivering service don't interest them. This www generation insists on using technology to do things their way. They prefer self-service check-in kiosks at hotels and airports; self-service check-out counters at home improvement stores and supermarkets; and self-service issue resolution over the Web. (Added: 27-May-2005 Hits: 413 ) Self-Service: Help Yourself - by Laura Rich Moving customers to self-service Web sites can save a bundle, but only if it's done right. A series of brief case studies shows how different self-service user groups—employees, suppliers, contract salespeople and retail customers—reaped some staggering savings at four companies. Could one of these approaches work for you? (Added: 24-Jun-2005 Hits: 311 ) Let Them Serve Themselves - by Doug Bartholomew Manufacturers are getting into self-service -- for both employees and customers -- in a big way (Added: 27-Jun-2005 Hits: 169 ) The Challenges of Online Customer Service - by Ramon Ray While in-person customer service is one thing, how do you provide good customer service online? How can you provide customer service to customers you can't see, might never talk to and in fact may only have their email address? Before you consider the tools for your online customer service needs, consider the people part: your employees and your customers. (Added: 24-Jun-2005 Hits: 235 ) Migrating Customers to Self Service Support - by Ike Mitchell The ongoing and significant pressure to continually improve customer satisfac-tion, despite lower budgets, has led call-center managers to move customers to self-service Internet interactions in order to decrease costs. Unfortunately, many self-service implementations based on customer relationship management (CRM) focus on CRM features, and fail to give sufficient consideration to the core business knowledge and processes required for a successful solution. The result is the relearning of an old lesson: technology alone does not solve problems. In order to reap the benefits, new technology must be applied in accordance with business best practices. A self-service project should launch with both a technical implementation manager and a business process manager, the latter being responsible for identifying and codifying core business knowledge and processes to be represented and enacted in the self-service implementation. (Added: 24-Jun-2005 Hits: 186 ) Related Categories:
CRM Customer Relationship Management Pages Updated On:
28-Jan-2008
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18:26:07
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