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Far beyond frequently asked question (FAQ) documents, the next
generation of self-service empowers customers, builds brand loyalty
and reduces client costs. It functions best as part of an
integrated, multi-channel service strategy, and is designed to
provide customers with at-their-fingertip information at their
convenience.
Stream's web self-service replicates the best practices utilized
by our top support professionals. Self-service activities include
building and deploying a knowledgebase with current and relevant
content for the customer and creating a navigation experience that
is intuitive and easy to use. Stream's self-service strategy
encourages exploration and allows for successful first time and
repeat visits. Integrating self-service with other service channels
provides additional opportunities to create competitive advantage
for our clients.
As part of an integrated service strategy, web self-service is
most effective for:
High transaction volume
Repeatable, consistent business logic and service
handling
Off-hour call support or
promotions
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