Why do you need Web Self-Service?
One live phone call is measured in dollars per inquiry, but the average cost to service a customer online is just cents. There are many ways to define what a Web self-service approach is and why focusing on it provides different results that simply putting tools on-line and connect them to a selection menu.
Of course, a big part of it is the technology embedded in self-service platform addressing key usability issues as a core feature (as it will discussed in the next section), but at Guidyu we believe that you need Web self-service only when you care about HOW to serve your customers.
In other words, that the availability of the functionality is not more important that insuring it corresponds perfectly to the actual needs of the users.
Why on the web?
According to several studies, customers often prefer to help themselves whenever possible and are quick to accept Web self-service technologies that offer convenience and expanded choices.
Even if going on the Web seems like the obvious choice, demonstrating the real results and returns on investments which can be reached with Web self-service is important for any company, especially regarding customer support, as we still live in a world where customer care is largely dominated by the traditional voice channel.
A survey of 75 support and service executives found 76% of respondents stating that customer demand for Web-based service channels increased within the past year. Trends in Web Based Support, by CustomerSat.com
If you just want one single reason to choose the Web as your main domain of investment for self-service (in opposition to, for instance, voice portal technologies), we believe at Guidyu that you should consider the potential of a highly usable interaction of a rich Web client as a key decision factor.
