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Top : Self-Service Customer Service Issues: More companies are moving towards supplying self-service to customers to replace face-to-face-contact. Here, you will find more information about the challenges, successes, problems and failures with self-service systems.
Articles:
Using Common Sense When Deploying Self-Service - by Mila D'AntonioSelf-service can definitely enhance the customer experience, but it can also hurt it too. On Sunday my husband and I went to Lowe's to purchase some items that we needed for home improvement projects. After about an hour in the store, we approached the check-out to find our choices limited. There were only four self-service kiosks open--both with two winding lines. (Here's a question: Does being a customer qualify one to tell businesses what to do about customer service? (Added: 22-Aug-2010 Hits: 288 )
The (other) big payoff from self-service - by Allen Bonde
From online support and e-billing, to self-check kiosks like the ones we all see sprouting up in grocery stores and airport terminals, self-service has gone mainstream.
"Many self-service initiatives may be justified initially by calculating cost savings due to the "efficiency" effect. However, our view is that over time, a greater benefit often emerges: the power of insight - into user needs and behavior, product and campaign effectiveness, and even purchasing or service trends. By automating interactions and transactions and creating electronic breadcrumbs, the ability to monitor, capture and analyze is potentially limitless.
(Added: 24-Jun-2005 Hits: 848 )Customer Loyalty Versus Self-Service - by Jack Aaronson
There's a trend in customer experience that goes against customer loyalty: self-service devoid of human interaction. Online customers are used to self-service, because the entire online shopping experience is based on this concept. Offline customers are just starting to see self-service kiosks across all major industries. "Customer loyalty, however, is generally based on customers' desire for enriching user experiences, online and off (Added: 24-Jun-2005 Hits: 730 )
Customers Prefer Self-Service - by Patrick O'Neal
When companies empower customers to transact how they want, when they want, the majority of customers will choose the lowest cost option. (Added: 24-Jun-2005 Hits: 916 )
Let Them Serve Themselves - by Doug Bartholomew
Manufacturers are getting into self-service -- for both employees and customers -- in a big way (Added: 27-Jun-2005 Hits: 811 )
Helplessness and Anger: Your Self Service Center and the Emotional Customer - by Hoyt Mann
Customer servicing provided by self-service can be an extremely popular way for clients to do business with you, but what happens if the experience goes awry? Here are some thoughts on this subject, and what you can do about the negative experiences. (Added: 4-Mar-2010 Hits: 425 )
Why Self-Checkout Lanes Are Increasingly Getting Checked-off - by Annamaria Turano
About a decade ago, retailers demanded greater profits – leading to the roll-out of the self-checkout lanes. The introduction of self-checkout lanes was viewed as a strategic move to reduce retailers’ labor costs while helping to speed up the consumers’ shopping experience. However, Alberstons, Kroger, and Home Depot have recently been reported as starting to remove their self-checkout options at retail. What went wrong? The retailers shifted too much of their focus from the marketplace (consumers) to their margins. The self-checkout lanes didn’t deliver on consumer demand for: (Added: 2-Apr-2012 Hits: 5 )
Self-Help Alters the Service Landscape - by na
As Web self-help grows in popularity among both customers and the companies that serve them, CRM magazine asks: Can Web self-help solutions enable companies to bring outsourced customer service efforts back in house? Why or why not? (Added: 24-May-2005 Hits: 877 )
Helping Customers Help Themselves - by RAY SCHULTZ
Self-service: The very term suggests downsized call-center staffs and vast savings as customers move their inquiries to the Web. But self-service can lead to higher costs and aggravation when it's not done right. (Added: 12-Jul-2005 Hits: 1021 )
Customer Self-Service: Are You Ready? - by Barton Goldenberg
There is a new generation of tech-savvy customers, and the old ways of delivering service don't interest them. This www generation insists on using technology to do things their way. They prefer self-service check-in kiosks at hotels and airports; self-service check-out counters at home improvement stores and supermarkets; and self-service issue resolution over the Web. (Added: 27-May-2005 Hits: 1183 )
Is Your Self-Service Millennial-Friendly? - by Jo Ann Parris
Do you know how 'intelligent self-service' provides customer satisfaction to a new breed of customer? Do you know about the new breed of customer? Read this article to keep up-to-date on how best to ensure that your self-service is millennial-friendly, (Added: 4-Mar-2010 Hits: 350 )
Self-Service: Help Yourself - by Laura Rich
Moving customers to self-service Web sites can save a bundle, but only if it's done right. A series of brief case studies shows how different self-service user groups--employees, suppliers, contract salespeople and retail customers--reaped some staggering savings at four companies. Could one of these approaches work for you? (Added: 24-Jun-2005 Hits: 1143 )
6 Rules for Maximizing ROI On Your Self-service Kiosk - by Bill Gerba
Show your customers why they want to use your self-service kiosk and show them how to use it clearly and concisely are just two rules of thumb that are discussed here. Learn some solid ways to maximize the customer's satisfaction when you provide him with self-service. (Added: 4-Mar-2010 Hits: 580 )
Customers Prefer Self-Service - by Patrick O'Neal
When companies empower customers to transact how they want, when they want, the majority of customers will choose the lowest cost option. (Added: 26-May-2005 Hits: 1147 )
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