The role of the IT department in customer self service

by | Jul 16, 2013 | Automate Support, CRM, Customer Self Service

The IT department plays a crucial role in customer self service. It has an almost, sole responsibility of building self-service platforms, materials and guides to help users-customers.

Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.

For this department to be efficient in the provision of a creative customer service agenda, they have to:

  1. Respond and provide business data, and information on a timely basis. They literally have to scale the needs of the organization, and those of the customers, employees and suppliers, who are the end users. This is in addition to accommodating new functionalities and technologies.
  2. Determine and manage backups for what is provided on the client self-help platforms. This may also include providing some information to client and employees, and hiding some of course.
  3. Provide a real log of accurate information to their user base.
  4. Manage all the customer self service portal functions-at a low cost.

Because most businesses have limited IT capacity, Yonyx provides a solution to help them create, organize and serve online self service information to customers in a way that is completely seamless, and user friendly.

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