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Lesley Hensell
Is Self-Service Really Reaping ROI?
08/28/03 3:55 AM PT | CRM Buyer | 1172 Words

More businesses are jumping on the self-service bandwagon, with many local grocery stores and hardware stores allowing self-checkout.

According to a July study conducted by research firm IDC for NCR Corp., nearly 70 percent of customers in five different countries said they...

Andrew Boyd
Customer Self-Service: How May You Help Me?
06/21/07 4:00 AM PT | CRM Buyer | 895 Words

... an effort to gain a competitive edge in the market, companies are implementing customer self-service solutions to address two distinctly separate business challenges -- improving the customer experience and cost reduction. While the cost-related benefits of self-service are widely understood, and arguably...

Kevin Sjodin
Bridging the Gap Between Self-Service and Live Service
05/13/10 5:00 AM PT | CRM Buyer | 1280 Words

... majority of today's contact centers employ well-designed, sophisticated self-service strategies, but even with a highly successful self-service application boasting a high call-completion rate, people will always need to talk to people. That is why there will always be a need for live...

Elizabeth Millard
The Rise of Online Self-Service
06/09/04 8:28 AM PT | CRM Buyer | 923 Words

With that demand in mind, many companies are turning to firms that deliver online self-service tools. Selling either in-house software or hosted services , sometimes even both, purveyors of self-service technology are finding their products are in high demand.

Can these companies...

Alan Hubbard
How Speech Self-Service Dramatically Improves Call Centers
01/14/08 4:00 AM PT | CRM Buyer | 610 Words

BIC firms attempt to differentiate themselves from their competition by offering speech self-service .

Empowering Customers
A well designed speech self-service application does a number of things. First, it empowers the customer to resolve issues on their own. Customers can...

Swamy Viswanathan
10 Steps to Customer Self-Service Nirvana
01/04/11 5:00 AM PT | CRM Buyer | 1234 Words

In decades past, self-service meant providing a detailed manual. The downside, of course, was that a printed manual could not be updated dynamically and was costly to distribute. In the late 1990s, with the advent of the Web and content management, self-service meant...

Erika Morphy
Self-Service Kiosks: Bane or Boon?
07/28/08 4:00 AM PT | CRM Buyer | 879 Words

Consulting , has: the self-service kiosks that just about every airline now uses to handle automated tasks. They are easy to use and they keep the lines down to a minimum, she commented. And they are smart -- a trait Bower experienced firsthand...

Keith Regan
Web Self-Service Strikes Out
02/25/02 1:26 PM PT | E-Commerce Times | 882 Words

Within this philosophy, self-service -- using an Internet presence to help customers find answers to their questions -- is a hot topic. But this concept is still coming into its own, and already there's a problem: Customers expect many more answers than Web...

Alan Hubbard
Cutting Costs and Keeping Customers With Speech Self-Service
11/08/07 4:00 AM PT | CRM Buyer | 629 Words

By adding speech self-service to the current IVR stack companies will provide a more robust and complete customer experience.

Improving IVR
The touch-tone IVR self-service customer experience leaves much to be desired. These IVR applications are in place in over...

Christopher J. Bucholtz
When Self-Service Goes Horribly Wrong
01/20/11 5:00 AM PT | CRM Buyer | 876 Words

That's still the way I see a lot of customer self-service efforts. All too often, they aren't conceived with the customer in mind -- they're done not as a cheesy gimmick, as in the McDLT, but as a way of cutting the...

Erika Morphy
Avaya Upgrades Self-Service Platform
08/22/07 9:44 AM PT | CRM Buyer | 400 Words

Avaya has made a significant upgrade in three self-service offerings that it introduced at the beginning of last year. Introduced at SpeechTEK 2007 in New York City, the three products are Avaya Voice Portal 4.0, its flagship self-service software ; Interactive Response 3.0,...

Erika Morphy
Moxie Boosts Self-Service With Widgets, Crowdsourcing
10/01/12 5:00 AM PT | CRM Buyer | 431 Words

Moxie Software recently released two separate, albeit highly complementary, CRM self-service applications. Knowledge Spaces lets user embed self-serve elements throughout a website. In this example, the hypothetical company "SE Communications" has embedded "Most Popular Questions," and "Newest Solutions" on its front page. (click...

Erika Morphy
Oracle Upgrades Self-Service Application
01/18/07 7:59 AM PT | CRM Buyer | 399 Words

Oracle on Tuesday upgraded its self-service offering with the release of Siebel Communications Billing Manager 5.1.1 and Siebel Communications Billing Analytics 5.1.1 -- applications built on Siebel's acquisition of eDocs in 2005. New changes to the systems will give users increased online access...

Stuart Butts
The Vital Role of E-Presentment in Online Self-Service
07/31/09 4:00 AM PT | CRM Buyer | 1231 Words

... by competitive pressure to improve the customer experience, organizations are moving toward an online self-service model that pushes the boundaries of electronic information presentation, or e-presentment. Yet as they embrace this model, new challenges await, including how to ensure customers have seamless...

Erika Morphy
The Rise of Self-Service Mobile CRM
09/04/12 5:00 AM PT | CRM Buyer | 486 Words

... CRM vendors -- and their customers -- are recognizing the value of applying mobile technologies to the self-service piece of a CRM operations. In response, more and more vendors are rolling out new applications for companies that wish to target this emerging,...

Kelly Shermach
Banks Gain from Self-Service Channels
09/20/04 12:00 PM PT | CRM Buyer | 656 Words

In December 2002, however, the bank dropped this controversial practice, concerned that self-service banking channels would weaken their relationships with retail banking clients and reduce their opportunities for cross-selling .

But it seems those concerns were unfounded.

Different Channels
...

Erika Morphy
Genesys Upgrades Analytics, Self Service Solutions
02/22/07 8:21 AM PT | CRM Buyer | 414 Words

Smart Self Service
Genesys has also introduced a new version of its self-service platform , which it acquired from VoiceGenie early last year. The most significant enhancement is its video voicemail and avatars functionality that support video play-and-record applications ,...

Teri Robinson
Primus Answer Engine - Online Self-Service Tool
08/01/02 12:20 PM PT | CRM Buyer | 721 Words

Coming from "a knowledge management perspective" that more "closely compares to a company like Kana" than a CRM traditionalist like Siebel , Primus puts a strong emphasis on Web interaction and self-service , AMR Research analyst Kevin Scott told CRM Buyer Magazine.

...

Jack M. Germain
Citrix Cuts Ribbon on Self-Service App Store
05/06/09 2:15 PM PT | E-Commerce Times | 899 Words

The offering is the first self-service storefront for enterprise applications, according to Citrix. Dazzle will work as a companion to Citrix Delivery Center products, which include Citrix XenApp and Citrix XenDesktop.

Dazzle will also interface directly with Citrix Merchandising Server, a...

Denis Pombriant
Self-Service and the 'R' in CRM
03/25/15 5:00 AM PT | CRM Buyer | 797 Words

In sales, self-service has resulted in truncated sales cycles and fewer invitations to the dance -- you know this problem. Customers do their own research and engage a company and its representatives later, when they are looking for pricing for their final decisions.

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