Self-service Models

/Self-service Models

The practice of helping oneself in terms of service.

Social customer service; a place for brand terrorists or an agent’s best friend?

We live in a fickle and demanding world where customers have little loyalty to us but they expect a lifetime of guarantee on the item they purchased, no matter how small. If customers don’t get an immediate response or don’t get what they feel is due to them they can tweet about it, Facebook it,… [...]

Trash the Canned Emails in Your Call Center

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… [...]

Self-service can be very expensive for contact centers

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 [...]