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Top : Self-Service Customer Service Issues : Page 2: 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:

The (other) big payoff from self-service - by Allen Bonde
From online support and e-billing, to self-check kiosks like the ones we all see sprouting up in grocery stores and airport terminals, self-service has gone mainstream.

Many self-service initiatives may be justified initially by calculating cost savings due to the "efficiency" effect. However, our view is that over time, a greater benefit often emerges: the power of insight – into user needs and behavior, product and campaign effectiveness, and even purchasing or service trends. By automating interactions and transactions and creating electronic breadcrumbs, the ability to monitor, capture and analyze is potentially limitless.

(Added: 24-Jun-2005 Hits: 160 )

Customer Loyalty Versus Self-Service - by Jack Aaronson
There's a trend in customer experience that goes against customer loyalty: self-service devoid of human interaction. Online customers are used to self-service, because the entire online shopping experience is based on this concept. Offline customers are just starting to see self-service kiosks across all major industries. Customer loyalty, however, is generally based on customers' desire for enriching user experiences, online and off (Added: 24-Jun-2005 Hits: 195 )

Pacifying the Right Customers - by Jason Black
Self-service solutions for customers may save businesses money, but at what price? (Added: 26-May-2005 Hits: 258 )

Power to the People - CUSTOMER SELF-SERVICE - by na
"Have it your way." "Help yourself." These are the battle cries from the front lines of today's customer service campaigns. When it comes to knowing exactly what customers want, there are no better authorities than the customers themselves. So why not make it easy for them to help themselves? They'll get the service they want, in just the way that suits their needs. (Added: 24-May-2005 Hits: 276 )

Customer Relationships - Creating Smart Self-Service - by Walt DuLaney and Jay Williams
People are very frustrated with the quality of customer service everywhere. Everyone has stories about hours on hold or Web sites where it's impossible to even figure out where to start. The customer-service gap is creating a general disdain, and service foul-ups are the stuff of jokes in late-night talk-show monologues. How can this be? Hundreds of millions of dollars have been spent upgrading call centers and building self-service Web portals over the last decade. What's going wrong? (Added: 24-May-2005 Hits: 204 )

Helping Customers Help Themselves - by RAY SCHULTZ
Self-service: The very term suggests downsized call-center staffs and vast savings as customers move their inquiries to the Web. But self-service can lead to higher costs and aggravation when it's not done right. (Added: 12-Jul-2005 Hits: 300 )

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Related Categories:

CRM Customer Relationship Management
Customer Service - Call Centers
E - Customer Service - Customer Service Via The Internet

Pages Updated On: 28-Jan-2008 - 18:26:07





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