Providing a self-service option to a customer or employee is an efficient and cost effective way of increasing satisfaction and advocacy - releasing resources and reducing manual processes.
If it is planned and implemented correctly, a self-service strategy can remove the need for multiple interactions in transactional and service based engagements. Control is passed to an end user, which removes the need for your staff and processes to be engaged.
However, if self-service is not handled correctly the consequences can be severe, increasing the overhead and requiring more people. Most organisations struggle to transform their processes and practices to achieve self-service; they rely on legacy approaches, technology and silo working practices.
A business wide approach is required that brings together business analysis, process design, technology, marketing, communications and operations to create a roadmap that allows a business to adopt self-service quickly. Prioritising the removal of immediate pain points, developing internal organisational structure and processes, and creating long-term plans to improve data and technology.
Self-service can provide:
- Improved customer experience.
- Increased speed and efficiency of service.
- Reduced service costs (cost to serve).
- Increased customer advocacy.
- A single customer view.
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