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Sometimes you can better serve your customers by letting them serve themselves. Offering self-serve options saves time (for you and the customer) and money. (Is DIY customer service a viable option?
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Scooped by Trish Sadar |
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Alot of factors to be considered with DIY customer service. First, I completely agree with the article that you need to have a live person accessible with the DIY service. Also, the system needs to be user-friendly, simple, and customized to the needs and of the customer.
The response rate must be responsive to the levels of customer needs. So many times customers may feel that their requests go into a black hole.