Self Service Experience – 4C Framework

May 12, 2009

Online self service is a new approach to relationship management (CRM, ERM, PRM, SRM), a version of electronic support ( esupport) that allows people  to access information and perform routine tasks over the Internet, without requiring any interaction with a representative of an enterprise. According to 

According to Forrester Research:  “The cost of the average Web self-service session is $1, compared to $10 for an email response and $33 for a telephone call.”

Companies who have mastered self service to provide customer solution are: Amazon, Zappos, Google, Facebook, WordPress etc..

Companies which enable self service strategy reap 4 key benefits :

  • Offers accessibility 24 hour-a-day so customer can do business with them anytime, anywhere
  • Lower cost solution to customer as compared with telephone or email service by a company representative
  • Create Network effort to build scalable business and drive global participation
  • Understand and collect individual information about the people who use it to do better market segmentation.

To get started on developing Self Service solution, you need to do the following:

  • Make self service as a deliberate business strategy (new business model) and justify the ROI
  • Define Value Proposition (Customer, Employee, Supplier)
  • Create Self Service business impact statement (Vivid Description of Success in terms of Reach, Revenue, Recogniztion, Productivity, Satisfaction Index and Cost Reduction) 
  • Identify Self Service solutions to meet voice of customer needs

Enclosed are the templates that will help you build the self service strategy and plan.

If you need any additional information, please leave your comments and email address. I will update the blog accordingly.