Driving Self Service Online
For many companies, driving online self-service is the single most important goal of their website. Why? Because it unambiguously and measurably contributes to your bottom line - by reducing costs. But what does it take to actually get your customers to go online instead of picking up the phone? This workshop will examine what it means to do online self-service right.
This workshop is hosted by Brian Donohue and Colin Bentley
WHEN and WHERE?
June 9th: 2pm - 5pm
Radisson Royal Hotel, Golden Lane, Dublin 2.
More about this venue
Who is this workshop for?
This workshop is for both website managers, who create the website strategy, and website do'ers, who actually implement the strategy. If your website has a meaningful Help & Support section, or if you've invested in online tools to enable your customers to manage their own account, then this workshop will speak to you.
This workshop is part of the Bootcamp WEB STRATEGY stream.
You may benefit from attending the other workshops on this stream.
What will be covered?
- The business case for moving your customers online
- How track, validate, and prove your online ROI. Make it so your CEO can't say no to your plans.
- Getting all the questions answered -- painlessly
- Knowledge bases, FAQs, case-based reasoning: an expensive maze of poorly answered questions, or a streamlined offering that targets actual customer pain points?
- Forums: exposing your underbelly or actually enabling customers to solve other customers problems?
- GetSatisfaction.com and IGOpeople.com: a web 2.0 answer to your problems?
- Conversations with your customers: business who listen to their customers invariably do better
- Online feedback: getting customers to submit it, getting your staff to actually make use of it
- Surveys: can provide some of the most persuasive numbers for why you need to make online changes
- Click-to-chat and Click-for-callback: worth the effort and expense?
- The keys to making online self-service deliver:
- Make it easy
- Make it indispensable
- And trickiest of all, finding ways to convince your customers to go online in the first place
- And the big picture: why do your customers require so much support in the first place? "Companies should be striving to make it easy and unnecessary to talk to a person." (Bill Price)
What will you get out of it?
We'll pepper this session with loads of examples, from Ireland and from abroad, on what good and bad online service looks like.
After completing this workshop, you'll be able to:
- assemble a plan to make the case for investing in online self service
- use the success stories of your peers to inform your site's design
- identify your strategies for online self service
- craft the metrics to validate the success of your strategies
When and where?
June 9th: 2pm - 5pm
Radisson Royal Hotel, Golden Lane, Dublin 2.
More about this venue
