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Top : Self-Service Customer Service Issues : Page 3: 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:

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: 324 )

Self-Help Alters the Service Landscape - by na
As Web self-help grows in popularity among both customers and the companies that serve them, CRM magazine asks: Can Web self-help solutions enable companies to bring outsourced customer service efforts back in house? Why or why not? (Added: 24-May-2005 Hits: 247 )

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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: 26-Aug-2008 - 15:06:18





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