Self Service Central - Page 2 of 8 - Everything About Self Service Adoption

Cartoon – Letting customers do too much

Here’s a funny reminder that sometimes the idea of self-service can be taken too far. Customers appreciate being able to solve problems for themselves, but make sure that there’s help and guidance available for when it’s needed.

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Why Understanding Your Users is the Key to Successful Self-Tasking

While businesses have long recognized the value of online self-service, they’ve struggled to find ways to boost user self-service adoption. Web self-service is about developing and maintaining a positive relationship with your customers or users. The self-service aspect of a site should be designed to identify and respond to the most common difficulties or problems […]

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Cartoon – The Danger of Ineffective Self-Service

When it’s not done right, self-service can be frustrating and frightening. Focus on self-service that meets the customer’s needs and you won’t have to worry about causing any tantrums.

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How to Meet the Needs of Digital Customers Using Self Service

In today’s world, customer expectations and the ways that companies engage with them are changing. As customers spend an increasing amount of time online, things like social media sites, smart phones and tablets are being adopted faster than ever, and customers are consuming content and services in record amounts. The rate of technological change means […]

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Web Self-Service: The evolution

The demand for self-service support is growing – and fast. Customers want a quick and easy way to solve their support problems, and a study found that 72% of people think that self-service support is a fast and efficient way to solve these problems. To stay competitive, businesses need to provide efficient and effective self-service […]

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Webinar: How to Boost Customer Experience and Increase Self-Service Adoption by Focusing on Top Tasks

Recently we presented a webinar, How to Boost Customer Experience and Increase Self-Service Adoption by Focusing on Top Tasks. The webinar looked at the some of the challenges of companies facing when delivering web self-service, and looked a few different technologies and strategies on how to overcome these challenges. We were thrilled to be joined during the webinar by […]

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Infographic – Evolution of Self Service

Online self-service has a less than stellar history. In 2009, a ridiculously high 44% or people who used FAQs were not satisfied. This led to a wave of innovation in online self-service to better meet the needs of the customer. This infographic created by Intelliresponse does a great job of detailing the innovations in online […]

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Customer Trust Starts with Customer Service

Customer trust is about establishing a relationship where have faith in your products and services and are loyal to your business. It is an important part of customer service and is absolutely essential for retaining customers. Gartner Analysts look at it from two sides: “Customer support is reactive (i.e., it responds to customer requests or […]

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Awesome Infographic: Do Customers Really Prefer Self-Service?

By: Amy @SelfServiceCent Clark According to new research by Zendesk (cloud software provider) consumers want to  find quick answers to their question. In this infographic, you’ll find out that 75% of  the respondents said self-service is the best way to solve problems. Only 40% prefer  to contact a call center anytime they come across a challenge. You need […]

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Your Brain and Customer Service

Customer service is more important than ever for business success. Today, social media provides consumers myriad opportunities to either praise excellent customer service or vent about a poor experience. Given the array of options customers have to choose from and the ripple effect of word-of-mouth or online discussions, a single bad customer experience might end […]

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