CRM - April 2008 - (Page C4)

4 April 2008 Sponsored Content services. By providing a self-service portal, a company is able to divert some routine or time-consuming tasks to that channel and use the contact center to handle more complex tasks. Additionally, today’s customers demand the convenience of a self-service option from the companies they do business with. Increase Sales and Minimize Entry Errors: A self-service portal can also be used to market products and services and enable customers to make online transactions. Because the customers enter information themselves, it minimizes the errors that a contact center agent could make when talking to the customer over the phone. Prove Service Eligibility: Unlike a contact center agent, a self-service portal is always available. Customers never have to endure a queue or wait for the next available agent. The wait is usually the cause of a frustrated customer. By providing an “always-on” channel, self-service portals will increase overall customer satisfaction. PORTALS AND PITFALLS appealing way, so the users are willing to invest their time to learn about them? SELF-SERVICE PORTALS – BUSINESS BENEFIT SCENARIOS It’s not enough to simply build the portal, however — to be an effective tool for both customers and companies, it must be constructed well. From a design perspective, there are three important criteria for building a successful portal: Identify the users. Who will be using the portal? Identify the goals of those users. Why do they want to use the portal? What tasks do they expect to accomplish there? Identify ways to help them achieve those goals. How can we group the functions that are most relevant to the users? How can we present those functions in a visually E-COMMERCE. These types of companies should be able to sell products and services on the portal. Let’s use the telecommunications industry as an example. Most telecommunication companies today do not own digital content such as digital video, music or ringtones; they rely on their partners to provide this content. A self-service portal will give these companies a way to manage their partners and give the partners a way to monitor and view how their products and services are sold to make proper adjustments if necessary. CUSTOMER SELF-CARE. Customers can solve problems on their own, without http://www.microsoft.com

Table of Contents Feed for the Digital Edition of CRM - April 2008

CRM - April 2008 Contents Front Office Reality Check Customer Centricity The Tipping Point A Tenancy of One’s Own The Rebirth of Taxes destinationCRM Dashboard Labor Disputes Reach The Contract Center The Plight of the Wirelines Required Reading The 2008 Service Awards The 2008 Service Leader Awards Customer Self-Service Microsoft Genesys Oracle eGain Astute Solutions The 2008 Rising Stars The 2008 Service Elite Awar Re:Tooling Scouting Report Pint of View

CRM - April 2008

For optimal viewing of this digital publication, please enable JavaScript and then refresh the page. If you would like to try to load the digital publication without using Flash Player detection, please click here.