Is your self-service actually selfish service?
Personally I love this message. All too often the operators of a service sit down and try to make them more “efficient” or “streamlined”. What they mean is efficient and streamlined for them.
This leads to poor adoption, and continues a long standing abuse of the customer experience. What’s in it for me? Am I getting better faster service?
In reality these self-service portals are an afterthought and aren’t truly integral to the service experience!
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What do you think? Is self-service integral to your service experience? What value is added for your customers and teams through self-service?
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