Benefits of customer self-service platforms
by Julia Laars, Plamen Petkov and Dominic „The CX Guy“
We are happy to announce ojuto’s first podcast with Julia Laars and Plamen Petkov, talking about customer self-service platforms.
The discussion contains a couple of arguments why an investment in an advanced self-service platform is the right strategy to increase customer service productivity and business growth.
For this purpose, we will discuss the following questions/topics together with Dominic “The CX Guy”.
00:00 // Presenting some numbers and ask ourselves >>What is self-service?<<
09:05 // Why must organizations care for self-service?
14:21 // What is the difference to a Q&A page in e.g., an online store?
18:00 // What are the trends in self-service?
25:24 // Top mistakes made at the beginning, as the organizations start with the development of the self-service platform.
28:33 // Is there a BEST PRACTICE for building the structure? How is it easiest to use for the customer?
34:14 // Does the design matter?
42:20 // Media in the self-service, Videos, Pictures, gifs.
49:35 // Some tips to boost the performance -search results google.
57:00 // COVID and the Self-Service.