The vast majority of today’s employees, empowered by their experiences as consumers, would rather resolve their support issues themselves than have to pick up the phone or send an e-mail. A self-service portal seems the perfect solution. But, as a poorly managed self-service will be more harmful as not giving the customer the option altogether, think before you act.
During this workshop we’ll give you tips and advice about how to start a self-service initiative and how to manage the combination of technology, knowledge management and customer service keeping the human factor in mind. From strategy to design and adoption to continual improvement and happy customers.
Here you can download the slide deck of this workshop.