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If You Teach a Customer to Fish: The Power of Web Self-Service

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Give a man a fish and he'll eat for a day. Teach a man to fish, and he'll eat for a lifetime. In spite of general acknowledgement of this ancient wisdom, it's not a practice commonly applied to today's enterprise. Yet, in the face of demands to cut costs, while maintaining high levels of customer satisfaction, the concept of equipping customers to help themselves is becoming an appealing option. Web self-service technologies are working their way into today's enterprises, and demonstrating that integrating self-service into support practices has much to offer both the customer and the enterprise. It is unlikely that there will come a day when Web self-service completely supplants the human touch of the call center. However, it is evident that it can provide a legitimate solution for enterprises looking to minimize call volume and call center operational costs. In addition, when implemented using the right technologies, Web self-service requires little to no customer orientation. In this document, we will explore the power of online self-service and how it contributes to healthy customer relationships and delivers viable cost savings. We will also address how technology from Epicor Software Corporation, a leader in the ERP and CRM space, can help deliver successful self-service.
Vendor:
Epicor Software Corporation
Posted:
21 Nov 2008
Published
21 Nov 2008
Format:
PDF
Length:
11 Page(s)
Type:
White Paper
Language:
English

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