Three steps to self service success
1.
Know your users
Your users are all different – so treat them that way. Identify their met and unmet needs via ethnographic user studies. Then deliver, even if it means operating a multitude of self-service options.
2.
Satisfy the customer
No matter how much you succeed in cutting costs or increasing efficiency, unless you improve the customer experience, you’ve lost the game. Make sure you offer your target group a branded experience with added value.
3.
Communicate, educate
Remember: self-service solutions shifts control from provider to the user – so teach your customers the necessary tricks. It’s your responsibility to equip them with the know-how via clear and concise user communication. Otherwise, you’ll see them walk away frustrated.
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