Principles of Customer Service: Engaging Self-Service

How does a company know which components of its operation to automate?

If a company were to plot its customer support inquiries on a four-quadrant X-Y axis graph, the quadrant where the customer inquiries are important but the company gains little from the interaction are ripe for automation. Bill Price explains that this is a logical selection for automation because it costs the company time to address these particular issues, but they’re still worthwhile from a customer perspective.

What are your automation medium options? It can be based online or over the phone, but it must be engaging. Price explains that the resolution rate of the automation service must be continually high, otherwise, it won’t meet world-class engagement and resolution standards.

For more on details, watch the full video from OpenView Labs.