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Answers on Providing Next-Gen Web Self-Service Found in White Paper

By Linda Dobel
TMCnet Contributor

Quick—what’s the difference between web self-service and next generation web self-service? The answer is—answers. While this sounds like a game of “who’s on first,” answers, or more specifically the technology that allows your organization to provide answers, are what separates next generation web self-service from traditional self-service.

Sounds simple, and it can be if you know what you are doing and have determined that your organization is ready for next generation web self-service. The good news is that a comprehensive white paper produced by IntelliResponse will arm you will all of the food for thought, along with specific directions to get you to the point where you can say you are indeed ready to claim that your organization is providing next gen web self-service.

First, take a look at why you should care whether or not you are providing next gen web self-service. The white paper points out that a study conducted by Forrester Research (News - Alert) indicates that 72 percent of online customers in the US claim to favor using organizations’ websites over using the telephone or email to find answers to their questions.  That’s a pretty strong reason to pay attention to this area of your business.

So what do you have to do to be in a place where you know you have to make a change to provide customers the answers they are seeking so they don’t get frustrated and go seeking elsewhere? According to IntelliResponse in its white paper, you need to examine the six “tell-tale signs” that reveal an organization’s need to move to the latest multi-channel service tools, including what are often referred to as answer agents, virtual assistants or “smart FAQ’s.”

The white paper explains that the effective implementation of “new breed of technology” can significantly impact customer satisfactions along with inbound call and email volume and can do wonders for an organization’s brand identity. But before getting to this point, organizations should prep by absorbing all of the information contained in the discussion of “tell-tale signs.” The full white paper is available by clicking here.

The white paper really provides a thorough discussion, and IntelliResponse says the information emanates from knowledge pulled together from “best practices and research conclusions” from thought leaders that include Forrester, Jupiter Research and Gartner (News - Alert), as well as other respected names.