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. http://www.slideshare.net/cvedulla/customer-self-service-4c-framework

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

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