Customer Service: Three Self-Service Pitfalls and Solutions
3. Self-service isn’t a quick fix. “Adding ad-hoc self-service capability into an organization that doesn’t have self-service centric processes can be worse than no self-service at all,” the whitepaper’s authors write. A successful self-service option can’t be implemented to immediately relieve beleaguered CSRs of call volume. Companies that successfully implement self-service options do so because self-service is a logical extension of their business model, eGain officials write. It should provide an immediate and measurable benefit for the customer, not the company.
For a copy of eGain’s “5 Web Self-Service Pitfalls,” visit http://www.egain.com/best_practices/white_papers.asp.