Increase self service channel penetration












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The internet could be used to sell client products and services to new customers and cross-sell and up-sell products and services to existing customers. The internet and other self-service channels provide customers with the ability to avoid face to face or over the phone interactions. The marketing team was responsible for. The client established a set of targets for the project that covered the following items Table 3. As the cost of servicing the customer relationship grows, more and more organisations are looking at how technology can slow down and in some cases reduce the costs of managing the customer relationship while at the same time driving up customer service. Customers are becoming more familiar and conformable with the internet for commerce and other activities. The following sections show how the self-service environment would align with the client's current business objectives. Open image in new window. In many cases these self-service environments can also deliver capabilities that cannot be achieved in live channels. The output of the workshops was encapsulated into an initial strategy document.

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A self-service Web store, coupled with a rewards component to entice adoption and create In , the client, citing a need to increase its reach and market share, . the preferred channel for business-to-business order entry, yet it would be.

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Description: The primary focus was on reducing cost to serve as call centre costs were growing at a faster rate than revenue. During these sessions, a variety of tools were used to stimulate ideas and help create vision. Even fewer supported self-service — Opportunity to re-enforce position as innovative and providing customer with choice — The high penetration of broadband internet enabled the use of advance technology options like video streaming, online offer management that can be used to support the self-service activities — The popularity of use of chat rooms and instant messaging in the local market meant that these tools could also be used as part of the self-service environment. As with the effective use of self-service call centres the internet is providing a great opportunity for incremental revenue generation. There are number of issues that are driving the adoption of self-service, these include. The internet and other self-service channels provide customers with the ability to avoid face to face or over the phone interactions. The Telco used as the basis of this paper was the number two in the local market. Advocators are people who would be happy to promote our products to friends, family and colleagues. This is further facilitated by the fall in the costs of the underlying technology resulting from main stream adoption and competition in the market. One of the key drivers for the development of self-service environments has been the potential to reduce the cost of sale or service transactions. Customers want the ability to choose when to access an organisation. Personalised recommendations. Table 1 outlines how the client's key business objectives could be supported by the internet channel Table 1 Support for key business objectives. There are number of issues that are driving the adoption of self-service, these include..
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