The practice of helping oneself in terms of service.
Nearly a year ago, I wrote a blog entitled Self-serve: Cheap can be very expensive about the high customer experience cost of the self-serve model. Imagine my delight to see a recently published study conducted by TSIA and Coveo supporting Customer Relationship Metrics’ conclusion. Among the study’s findings was the fact that while voice and face-to-face contact are the most expensive ways to support customers, they also result in the greatest customer satisfaction. I realize this study is not going to make anyone shut down their email, web chat and self-serve programs, so instead this three-part blog series is designed to help you make these types of interactions better for your customers and provide you with greater customer insights into the customer experience results for the various channels handled in your call center. […]
Self-service is perceived to lower operating costs in contact centers, but many experience an increase in call volumes after implementing self-service solutions. Hopefully these insights will help you implement your own best practices. Not so long ago in a land not too far away (Pennsylvania), people got completely swept up by the corporate culture of Green Mountain Energy. It was [...]