Destination CRM: Self-service is an alternative to accomplishing some of the same goals of outsourcing, although the payoff may occur more gradually. Like many technology-driven innovations, the growth of self-service is a result of both consumer demand (pull) and business goals and initiatives (push). Consumers who pay their bills online or check in at the airport at a self-service kiosk are much more likely to try online support or embrace an employee portal at work.
When deployed correctly, self-service models can deliver significant benefits for users and the organization, and reduce a company’s outsourcing costs. Various studies have shown that answering a question online can cost between four to 40 times less than in the call center or help desk, and in some cases even generates higher customer satisfaction scores.
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