Companies that want to benefit from self-service should start off by identifying the most regular high-volume service interactions, and by understanding which of these can be moved across to automated electronic channels.
Most companies acknowledge that self-service offers them a host of cost and productivity benefits, and that it is something that many of their clients demand, says John Ziniades, CEO of self-service specialist, Consology. Yet they often do not know where to start with the introduction of self-service channels into their businesses.
Says Ziniades: "Companies around the world realise that they can achieve massive cost savings by allowing customers to handle basic transactions and administrative tasks themselves using self-service. Customers, meanwhile, enjoy the convenience and functionality of a well-designed self-service system.
