The Rise of Customer Self-Service
Enghouse Interactive’s J.R. Sloan was recently published on CMS Wire. His article, “The Rise of Customer Self-Service,” discusses some of the pitfalls and opportunities in creating a self-service strategy.
The Internet, IVRs and most recently mobile apps have made self-service a more viable option than ever before. Done right, self-service can be a fantastic option for the under 40s crowd that will often pick quicker, remote technologies than the time-consuming effort of real human interaction. Done wrong, it can be a deal-breaker.
In this article, I will discuss some of the pitfalls and opportunities in creating a self-service strategy and explore the natural boundaries of self-service.
There are some major wins in getting self-service right, not least from a revenue perspective. A successful self-service strategy can make a substantial, positive improvement to the bottom-line. [More]