Customer Interaction Strategy : Self-Service

Is it possible to imagine Streamlined Customer Interaction in the absence of self-service?

This is one of the big gaps we see nowadays in the proposed solutions supporting the exchange of documents and information between businesses and their customers. You can see the gap in supporting the journey of the customer in enabling both ways exchange with personalized, relevant and persisted interaction.

So the first component of the Strategy in dealing with Customer Interaction is to have your system built around the self-Service concept.

According to Gartner, having relevant and quick self-service increases customer satisfaction by 12%. So promoting the empowerment of your business and your customers to reach out to what is needed from each other is adding value to the relationship and to the interaction. And increasing satisfaction of your customers by 12% is one of the manifestations of the added value.

Self-service in the customer interaction streamline system could manifest in:

- Streamlined documents and information exchange. And here the system should enable and support the transfer beyond the constraints of the limitation of the physical support and the limitation of the time-frame of the work hours.

- Customized information and personalized experience. The System should accommodate the communication of personalized information. Information that comes handy and relevant to the context of the customer.

- Availability of the exchanged information over time. The persistence of the information is a required component for a self-service system. That enables the Asynchronous exchange of data and documents.

- And at last but not least, the self-service component should be built on a secured channel of exchange.

So those four elements: (1) Automating documents and information exchange, (2) Supporting exchange of personalized information, (3) Availability & Persistence of data, and (4) Secured channel of interaction, all those four elements frame the shape of efficient self-service system as a base for successful streamlined customer interaction.

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