A-Z of Digital Acceleration


3 Steps in Building a Great Self-Service Solution

Posted: 13/05/2022 by

Today’s customers and employees need seamless access to products and services across multiple channels no matter where they are or what time of day it is. Providing digital services reliably and at pace, with the relevant supporting interaction and care results in a significantly improved customer experience, minimal customer turnover, and increased digital adoption and revenue opportunities.

In this short video we look at 3 steps that help you build a customer centric omni channel self-service solution, offering a modern automated integrated omni-channel contact strategy suited to users’ demographics and preferences. One that is the users’ first port of call to resolve issues fast and get what they need, when they need it:

Step 1: Adoption Benchmarking

Start by benchmarking current self-service adoption and automation. Engage with business community to understand self-service motivation through surveys, focus groups and interviews. Plan the catalog and knowledge depth and rollout over time.

Step 2: Rapid Content Expansion

Next use the foundations set earlier to rapidly expand the content within the catalog to provide critical mass. The longer it takes to build great customer understandable content, the lower the adoption rate. Automation can be delivered over time but exploit rapid process automation of manual tasks and existing automation/integrations. Establish knowledge management production with usage and quality metrics for your knowledge centred service practice.

Step 3: Fulfilment Automation and Channel Expansion

Finally automate fulfilment from front office through to back end. Increase automation of existing channels using AI, say email processing, chatbot etc. Automate backend processing through hybrid cloud automation, cross system automation and partner bonding.

Here are 4 organisations who have achieved great outcomes through this approach:

  • A public sector organisation transitioned 30% of its customer engagements
    from emails to self-service channels in 3 months.
  • A global energy company automated manual repetitive tasks by 40%
    in 3 months resulting in 3.8m annual savings.
  • A global car manufacture reduced service desk workload
    through improved self-service adoption by 40% in 4 months.
  • A healthcare provider reduced manual effort in handling tickets by 98% in 5 months.

To support the new digital economy, businesses need to dramatically improve the way they engage with the customers and how they fulfil their needs. The path to achieving this is long, intricate, and requires executive sponsorship. But having a well-defined roadmap that joins up business priorities with required capabilities is a critical factor in prioritisation, investment, and risk mitigation.

This latest video provides a roadmap for implementing omni channel self-service for mid-large enterprises.