Increase self service channel penetration












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Open image in new window. Working with relevant marketing and service teams to initiate new services and offers. Acquire new customers By selling on site, we can use the internet to acquire new customers. Although cost savings have traditionally been the key drivers for the development of self-service environments, it is becoming generally agreed that the long-term role of self-service is to increase the customer's satisfaction by providing them with more choice. For this particular client the local market presented a number of additional opportunities. By increasing customer's satisfaction we should be able to. Customers want the ability to choose the right channel for them.

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This initial strategy document acted as the primary input into the self-service business and system requirements documents for the project and provided a framework for the development of the business case. The primary focus is often on reducing cost to serve, but organisations are recognising that self-service can support a number of other business objectives. In some cases, this is a desired state by customers, particularly as call centres more heavily cross-sell during service transactions. The following technologies are implicated. These and other unique self-service capabilities can provide the customer with significant choice of the type of transaction that they can execute in a self-service environment. In order to ensure focus, the client self-service processes are to be owned by one dedicated business unit that will commit to delivering the business plan.

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This initial strategy document acted as the primary input into the self-service business and system requirements documents for the project and provided a framework for the development of the business case. These and other unique self-service capabilities can provide the customer with significant choice of the type of transaction that they can execute in a self-service environment. Working with relevant marketing and service teams to initiate new services and offers. Some customers find the internet a conve-nient way to interact with an organisation. 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. The following functionality is implicated. In order to ensure focus, the client self-service processes are to be owned by one dedicated business unit that will commit to delivering the business plan.

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Description: It is based on a real project but has been modified to include lessons from a number of other similar projects. Personalised recommendations. Reduce churn The internet will not influence directly on churn but could indirectly reduce churn by. By increasing customer's satisfaction we should be able to. In some cases, this is a desired state by customers, particularly as call centres more heavily cross-sell during service transactions. This change in attitude is being driven by. In many cases these self-service environments can also deliver capabilities that cannot be achieved in live channels. The purposes of the workshops were to.
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