Customer Self-Service

Effective self-service solutions are a necessity in today’s world. When self-service solutions were first introduced into contact centers, companies were focused on the operational efficiency benefits of self service. In this model, the company drove customers to self-service applications (such as an IVR or a website) as a way to deflect call volume.

Recent advances in technology, coupled with rising customer expectations, are causing a dramatic shift in the self-service landscape. Customers are now dictating how they want to interact, and with what channels (phone, web, email, chat, mobile devices, social media, etc). Companies now have the daunting task of keeping up with new self-service channels to meet customer expectations.

While these changes in self-service channels provide a great opportunity for further operational efficiency and customer satisfaction, they can have the opposite effect without the right strategy. At Ponvia, we have developed a set of self-service strategies that will help companies:

• Choose the right investment areas for self-service solutions
• Build integrated and scalable self-service solutions that can easily adapt to new channels
• Simplify self-service interactions for customers
• Provide a consistent brand image across the self-service channels
• Measure the performance of self-service solutions