Services BPO
Business Issues Channels Enterprise Services SME Technology
Module Header
Louella FernandesLouella Fernandes
Louella Fernandes
22nd April - Internet of Things: A New Era for Smart Printing?
Simon HollowayThe Holloway Angle
Simon Holloway
18th April - Virgin Media expose private email addresses
Craig WentworthMWD Advisors
Craig Wentworth
17th April - Box's enterprise customers step forward to be counted
Craig WentworthMWD Advisors
Craig Wentworth
16th April - Egnyte the blue touchpaper...

White Papers

Smart self-service - a guide for buyers
What to look for when seeking a self-service knowledge solution
By: Quocirca
Published: January 2013
Logo for Quocirca

The quality of customer service can make or break an organisation - a low cost approach might save money, but lose customers, whereas too high an investment might deliver excellent service but be ultimately too expensive. Automating the process and getting the users involved directly through web self-service can help enormously, but there are many aspects to consider. This checklist is not meant to be a programme that is followed slavishly to generate the 'right'answer, but a tool to support the decision-making process. It is likely that the answers to some questions will carry more weight or importance, but it is useful to explore all areas as this might throw up interesting results or shine a light on issues that had not been considered.

Download Paper (Registered Members Only)

By downloading you agree to our Terms and Conditions. These include information regarding use of your personal data.

Register As New Member | Login as Registered Member

Related Links:


Published by: IT Analysis Communications Ltd.
T: +44 (0)190 888 0760 | F: +44 (0)190 888 0761