If you want to create your own customer self-service system, the following are major principles to follow:
Look at Customer Self-Service from the Customer’s Point of View. The customer’s perspective is the most basic principle for self-service systems. Your filters must not exceed 8 or 9 as it will become a nuisance to your 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.
Remember, time and concentration are two factors that will affect the attention span of customers. If you have too many functions, it will take a lot of time and effort for customers to become familiar with all of them.
Test Your System with Real Customers Who Have Real Concerns. Before you implement your self-service system, you must test it with real customers who have real concerns. Testing it with people who are involved in the creation and development of the system may not emphasize real problems.
Continue Developing Your Self-Service System. It is easy to think that once the self-service is launched or implemented you can leave it there hoping it solves all issues. However, you are only halfway there; you need to continue developing it so you can offer a much improved service to your customers.
These principles are actually the core foundation of customer self-service systems. It would be wise to keep these principles in mind before you actually launch the system.
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