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Self Service Frameworks for Support

Jesu Valiant

Self Service Frameworks

Self Service Frameworks

Self-service as a concept enables and empowers end users to solve their own IT problems, thereby allowing support organizations to gain efficiencies through a reduced incident and request workload. Self-service can be deployed in multiple variants [DIY, Decision Support, Tech Tree., etc.,] to suit the preferences of the audience. The audience should be empowered with the right “companion” tools and processes to support the self-service routines.

Knowledge delivery through self-service frameworks is far more complex than the routine functions offered in the Knowledge base. The function of accruing and storing the vast amounts of information into the accurate taxonomy, to be delivered via multiple web 2.0 tools is the core aspect that organizations have to deal with while evaluating the adoption of a self-service framework. It is also about learning how to manage the whole knowledge life-cycle of creation, nurturing, application, embedding, revising, retiring, leveraging and relearning to develop organizational learning, memory and performance.

For all organizations the core business objectives of introducing self-service framework are as follows.

  • Empower customers with unprecedented control over their decisions, real-time access to solutions, driving more return visits and greater customer loyalty
  • Stay open for business 24/7 around the world, while also providing cost-effective customer self-service options to your customers
  • Customized content enables you to create a true one-to-one marketing platform, letting you publish information to specific prospects, customers, or entire groups.
  • Customers can enter trouble tickets by logging onto your site, rather than calling or e-mailing you. They can access content that’s been customized just for them, and can easily access relevant support documentation
  • Build workflows from the customer case creation perspective that will strategically try to achieve a call diversion by placing the right KB articles, Forum categories and other tools before actually enabling the customer to open a case.

Process Adoption Preliminaries:

  1. Content management and life-cycle workflow
  2. Qualified KB content to be ready
  3. System Access control framework
  4. ODM – Online delivery model compliance
  5. Information architecture and taxonomy
  6. CRM Case management process review for data capture & correlation

Jesu Valiant – 2013

Categories: Uncategorized
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