In the presentation, I’ll provide you with the key principles that make a great self-service experience, alongside a number of best practice examples from different industries.
Intersection x17 Milky Way Masterclass Annika Klyver
The Milky Way Master Class. From Business Geography and Complexity to an intergrated shared knowledge of the External, Product and Internal Eco Systems and futher on to Module Development, do more with less.
What you see, is what you get & What you get, is what you act on!
Digital Transformation Framework By IonologyNiall McKeown
An academically peer reviewed digital transformation framework. Taught by leading universities, used by hundreds of organisations around the world.
This framework uses modern data sources to help guide organisational leaders, digital marketers and technology professionals to create a sustainable, innovative engine of growth through digital transformation.
The following presentation examines trends and best practices in Self Service, with respect to consumer trends, company strategies, tools and best practices in various industries.
We have reviewed the following types of Self Services:
Unassisted Self Service - where a customer can complete a transaction / receive the support he/she needs without requiring a human agent’s assistance at all. For example: online booking and ordering, online fund transferring, etc.
Assisted Self Service - where the customer can access the service at his/her own terms, but does require a human agent on the other side, for example: video tellers / conference calls, live chats with a live agent, email / SMS to an agent, etc.
Consumers want to be in control.The service expectations are increasing day by day. The only solution to meet consumer expectations is a self service solution. The majority of consumers is ready for self service. This report contains the summary of a global research project in which we mapped this trend.
Intersection x17 Milky Way Masterclass Annika Klyver
The Milky Way Master Class. From Business Geography and Complexity to an intergrated shared knowledge of the External, Product and Internal Eco Systems and futher on to Module Development, do more with less.
What you see, is what you get & What you get, is what you act on!
Digital Transformation Framework By IonologyNiall McKeown
An academically peer reviewed digital transformation framework. Taught by leading universities, used by hundreds of organisations around the world.
This framework uses modern data sources to help guide organisational leaders, digital marketers and technology professionals to create a sustainable, innovative engine of growth through digital transformation.
The following presentation examines trends and best practices in Self Service, with respect to consumer trends, company strategies, tools and best practices in various industries.
We have reviewed the following types of Self Services:
Unassisted Self Service - where a customer can complete a transaction / receive the support he/she needs without requiring a human agent’s assistance at all. For example: online booking and ordering, online fund transferring, etc.
Assisted Self Service - where the customer can access the service at his/her own terms, but does require a human agent on the other side, for example: video tellers / conference calls, live chats with a live agent, email / SMS to an agent, etc.
Consumers want to be in control.The service expectations are increasing day by day. The only solution to meet consumer expectations is a self service solution. The majority of consumers is ready for self service. This report contains the summary of a global research project in which we mapped this trend.
Mobile Self-Service: The Next Generation of Customer ServiceMichael Chou
Presented at Salesforce.com Dreamforce 2013
Presented by:
Michael Chou - Director of Product Management @ Salesforce.com
Daniel Walsh - Director of User Experience @ Salesforce.com
Guest Speakers:
Mary Pat O'Toole - Director of Sales Resource & Development @ Avis Budget Group
JP Regit - CoE Lead @ PwC
Power BI for Office 365 provides many new features enabling everyone new scenarios of putting in place business intelligence with Excel and Office 365. Discover, access and manipulate data with just a few clicks, shape and transform data. Analyze and create stunning interactive visualizations that uncover hidden insights to share and collaborate from anywhere, and soon on any device.
Bien débuter dans la conception d'un thème WordPressAurélien Denis
10 conseils pour apprendre à concevoir votre thème WordPress de A à Z en partant sur de bonnes bases.
Présentation du 18 janvier 2014 lors du WordCamp Paris.
Service Catalogue workshop - TOPdesk on Tour 2015TOPdesk
TOPdesk understands that customer contact is essential in determining the quality of your services. The Service Catalogue offers your customers a clear overview of all provided services and helps you manage expectations. One of our specialists will be hosting an interactive session on how you can set up and strengthen the quality of your organisation’s Service Catalogue.
How to be a smart user by using self-service portal!ServiceDesk Plus
Self-service has become a must-have, given the time spent by technicians in handling tickets that can be self-solved by end users. ServiceDesk Plus self-service portal makes it easy for your end users to create and track their tickets or self-solve common issues by reading the solutions without having to pick the phone or send emails. Empower your end users with self-service portal and reduce the workload on your IT help desk.
This is an exciting opportunity to be part of the team responsible for brand recognition, reputation and new business sales for Europe’s largest specialist experience design agency.
Use a Service Taxonomy to Organize and Manage Your IT Services ! What services do we offer? How do we organize them? How can we make them "customer centric?” What is a good starting point?
Successful IT Service Catalogs have well organized services. The Services Taxonomy, or framework is the key to organizing and understanding your services well.
Please join us to learn how to build a good service taxonomy in 4 logical steps, as well as 3 key mistakes to avoid.
In addition to a demo of our prebuilt service taxonomy, we will demonstrate these concepts in our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
Recording with demo available at http://content.evergreensys.com/service-taxonomy-webinar-slides-manage-it-services
Telecom companies can increase engagement & customer experience and open a new sales channel by digitalization of customer self care products. Mobile apps play a significant role in self care.
Multi screen-moblie-whitepaper research-studiesThierry Pires
Consumers increasingly rely on the
mobile web for research and discovery,
which makes it more important than
ever for companies to have an effective
mobile presence. But what makes a good
mobile site?
To answer this question, Google and AnswerLab
undertook a research study examining how a
range of users interacted with a diverse group
of mobile sites
Principles of Mobile Site Design: Delight Users and Drive ConversionsMatthieu Tran-Van
Consumers increasingly rely on the mobile web to research and make purchases, which makes it more important than ever for companies to have an effective mobile presence. But what makes a good mobile site? To answer this question, Google partnered with AnswerLab to research how a range of users interacted with a diverse group of mobile sites. From this research, Google established 25 principles of mobile site design to help companies build mobile sites that delight customers and drive conversions.
Mobile Self-Service: The Next Generation of Customer ServiceMichael Chou
Presented at Salesforce.com Dreamforce 2013
Presented by:
Michael Chou - Director of Product Management @ Salesforce.com
Daniel Walsh - Director of User Experience @ Salesforce.com
Guest Speakers:
Mary Pat O'Toole - Director of Sales Resource & Development @ Avis Budget Group
JP Regit - CoE Lead @ PwC
Power BI for Office 365 provides many new features enabling everyone new scenarios of putting in place business intelligence with Excel and Office 365. Discover, access and manipulate data with just a few clicks, shape and transform data. Analyze and create stunning interactive visualizations that uncover hidden insights to share and collaborate from anywhere, and soon on any device.
Bien débuter dans la conception d'un thème WordPressAurélien Denis
10 conseils pour apprendre à concevoir votre thème WordPress de A à Z en partant sur de bonnes bases.
Présentation du 18 janvier 2014 lors du WordCamp Paris.
Service Catalogue workshop - TOPdesk on Tour 2015TOPdesk
TOPdesk understands that customer contact is essential in determining the quality of your services. The Service Catalogue offers your customers a clear overview of all provided services and helps you manage expectations. One of our specialists will be hosting an interactive session on how you can set up and strengthen the quality of your organisation’s Service Catalogue.
How to be a smart user by using self-service portal!ServiceDesk Plus
Self-service has become a must-have, given the time spent by technicians in handling tickets that can be self-solved by end users. ServiceDesk Plus self-service portal makes it easy for your end users to create and track their tickets or self-solve common issues by reading the solutions without having to pick the phone or send emails. Empower your end users with self-service portal and reduce the workload on your IT help desk.
This is an exciting opportunity to be part of the team responsible for brand recognition, reputation and new business sales for Europe’s largest specialist experience design agency.
Use a Service Taxonomy to Organize and Manage Your IT Services ! What services do we offer? How do we organize them? How can we make them "customer centric?” What is a good starting point?
Successful IT Service Catalogs have well organized services. The Services Taxonomy, or framework is the key to organizing and understanding your services well.
Please join us to learn how to build a good service taxonomy in 4 logical steps, as well as 3 key mistakes to avoid.
In addition to a demo of our prebuilt service taxonomy, we will demonstrate these concepts in our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
Recording with demo available at http://content.evergreensys.com/service-taxonomy-webinar-slides-manage-it-services
Telecom companies can increase engagement & customer experience and open a new sales channel by digitalization of customer self care products. Mobile apps play a significant role in self care.
Multi screen-moblie-whitepaper research-studiesThierry Pires
Consumers increasingly rely on the
mobile web for research and discovery,
which makes it more important than
ever for companies to have an effective
mobile presence. But what makes a good
mobile site?
To answer this question, Google and AnswerLab
undertook a research study examining how a
range of users interacted with a diverse group
of mobile sites
Principles of Mobile Site Design: Delight Users and Drive ConversionsMatthieu Tran-Van
Consumers increasingly rely on the mobile web to research and make purchases, which makes it more important than ever for companies to have an effective mobile presence. But what makes a good mobile site? To answer this question, Google partnered with AnswerLab to research how a range of users interacted with a diverse group of mobile sites. From this research, Google established 25 principles of mobile site design to help companies build mobile sites that delight customers and drive conversions.
Как сделать идеальный мобильный сайт: 10 рекомендаций GoogleИгорь Назаров
Компания Google составила список рекомендаций для веб-разработчиков, которые позволят оптимизировать мобильный сайт для просмотра со смартфона или планшета и сделать его более популярным.
Перевод по ссылке - http://www.shopolog.ru/metodichka/design-and-usability/sovety-ot-google-kak-sdelat-idealnyy-mobilnyy-sayt
Trade-Offs & Prioritization in PM by Amazon Sr PMProduct School
Main takeaways:
- Why trade-offs are important?
- Prioritization with and without data
- Building your prioritization framework and handling the 'We were asked to..." problem
11 PLG Principles for the Age of Connected Work from OpenViewOpenView
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You don’t need to adopt all 11 principles to be PLG, but use as many as are applicable for your market to build a defensible competitive advantage for your business and win in the long-term. Start by embracing the Build principles; otherwise you’ll be optimizing from a shaky foundation. Then layer on Deliver and Monetize principles to amplify your efforts.
Read more at https://openviewpartners.com/blog/age-of-connected-work/
Enhancing Customer Experience The Benefits Of Insurance Self-Service Portals...Aixtor Technologies
Insurance self-service portals provide flexibility, convenience, and complete control to customers. Explore the benefits of these portals and how they improve the customer experience.
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Like Mobile-First, only a bit different...
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Building Your Community with Blackbaud NetCommunity; Making Your Site Audienc...Blackbaud Pacific
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To view the recording of this webinar please visit: https://www.blackbaud.com.au/notforprofit-events/webinars/bbnc-boot-camp.
This presentation details what customer feedback surveys are, when they should be used, best practice examples, and principles to follow when creating them.
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Mobile tapping research - South Korea, UK and SingaporeFoolproof
This report from experience design agency Foolproof sheds some light on mobile tapping technologies such as NFC. Based on ethnographic research in South Korea, Singapore and UK this report explores the five factors which determine success in mobile proximity services.
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Unleash Your Inner Demon with the "Let's Summon Demons" T-Shirt. Calling all fans of dark humor and edgy fashion! The "Let's Summon Demons" t-shirt is a unique way to express yourself and turn heads.
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2. Self-service Experience Principles
2
01/09/13
A GREAT SELF-SERVICING
EXPERIENCE:
1. Creates the perception that it is
more convenient than other
channels
2. Allows the customer to achieve
their key goals without friction
3. Instils confidence in the
customer that they can achieve
their goal on their own
Introduction
4. Provides a human and personal
touch
5. Creates delight through small,
unexpected touches
6. Carries the customer’s
information across when they
choose to switch channel or
device
3. 3
Self-service Experience Principles 01/09/13
SELF-SERVICE
EXPERIENCE PRINCIPLE #1
Create the perception that self-
servicing is more convenient than
other channels
4. Self-service Experience Principles
4
01/09/13
Highlight benefits
— NatWest provides a clear overview of the
different channels available but highlights
the benefits of self-servicing channels
throughout
Self-service experience principle #1
5. Self-service Experience Principles
5
01/09/13
Prompt to self-service
— Autoglass® prompts the customer to
service online by highlighting the
convenience of doing so, in comparison
to picking up the phone
Self-service experience principle #1
6. Self-service Experience Principles
6
01/09/13
Offer self-service first
— MailChimp displays additional contact
options only after the customer has
consulted their online knowledge base
Self-service experience principle #1
7. Self-service Experience Principles
7
01/09/13
Increase available content
— Plusnet encourages self-servicing by
making all info available online and
demonstrating flexibility when the
customer asks a question
Self-service experience principle #1
8. Self-service Experience Principles
8
01/09/13
Alleviate hassle from other channels
— Hailo app allows customers to identify
their taxi driver and track their location
conveniently on the phone, rather than
having to call and wait for an answer
Self-service experience principle #1
9. Self-service Experience Principles
9
01/09/13
Alleviate hassle from other channels
— Making payments on Barclays Pingit is
quicker and more straightforward than
Internet or phone banking
Self-service experience principle #1
11. Self-service Experience Principles
11
01/09/13
Capitalise functionality
— Searching, filtering and exploring
properties on the Rightmove app is very
intuitive and takes advantage of the
phones functionalities
Self-service experience principle #2
15. 15
Self-service Experience Principles 01/09/13
SELF-SERVICE
EXPERIENCE PRINCIPLE #3
Instil confidence in the customer
that they can achieve their goal
on their own
16. Self-service Experience Principles
16
01/09/13
Educate and reassure
— Lufthansa offers customers the
possibility to try a demo of their online
and in-airport check-in functionality
Self-service experience principle #3
17. Self-service Experience Principles
17
01/09/13
Make the first step easy to take
— Elephant insurance call centre operators
set up self-servicing and walk the
customer through it when they buy
insurance over the phone
Self-service experience principle #3
20. Self-service Experience Principles
20
01/09/13
Be personable
— On the O2 website, the customer has
access to useful videos of friendly
experts explaining how to use their
mobile wallet
Self-service experience principle #4
21. Self-service Experience Principles
21
01/09/13
Get personal
— J.Crew personal stylist service responds
to the needs of busy customers
— All email addresses have a name, so the
customer feels like they are talking to a
person and not an automated service
Self-service experience principle #4
22. Self-service Experience Principles 01/09/13 Document File Name
Lego went out of their way to provide a personal touch by
digging up a discontinued set for a disappointed child who had
saved up for two years
Above and beyond
http://www.adweek.com/adfreak/lego-shocks-11-year-old-boy-
sending-him-discontinued-train-set-hed-always-wanted-145693
23. Self-service Experience Principles 01/09/13 Document File Name
Every day staff in the Ritz-Carlton hotel are briefed on each
guest in order to tailor the experience according to their
specific needs
Tailored service
http://beloved-brands.com/2012/10/25/ritz-carlton/
24. Self-service Experience Principles
24
01/09/13
Recognise the customer
— Amazon call centre staff identify the
customer ahead of the call so that they
address them by name and know about
their specific needs
Self-service experience principle #4
25. Self-service Experience Principles
25
01/09/13
Be friendly
— The tone of voice of first direct’s
‘Contact us’ pages is very friendly and
contributes to establish a human touch
Self-service experience principle #4
27. Self-service Experience Principles 01/09/13 Document File Name
Research shows that Autoglass® customers are pleasantly
surprised to discover the technician will vacuum their vehicle
after replacing their glass, as they do not expect it
Surprise your customer (in a good way)
http://www.u-boot.co.uk/baldockbardblog/wp-
content/uploads/2012/06/Autoglass1.jpg
28. Self-service Experience Principles
28
01/09/13
Trust your customer
— Ocado customers can ask for refunds on
defective goods easily online and get a
full refund with no proof needed
Self-service experience principle #5
29. 29
Self-service Experience Principles 01/09/13
SELF-SERVICE
EXPERIENCE PRINCIPLE #6
Carry the customer’s information
across when they choose to
switch channel or device
30. Self-service Experience Principles
30
01/09/13
Make conversations count
— Trailfinders advisors record in-store
conversations with customers in a central
digital system
— Any advisor talking to the same customer
(in store or on the phone) will access
those details, creating the impression of
a consistent team serving the customer
http://bpconcepts.files.wordpress.com/2010/02/trailfinders.jpg
Self-service experience principle #6
31. Self-service Experience Principles
31
01/09/13
Embrace multi-channel
— John Lewis remembers the customer’s
favourites and previous searches across
different channels (online and mobile)
Self-service experience principle #6
32. Self-service Experience Principles
32
01/09/13
Provide a seamless experience
— Evernote allows the customer to keep
notes on all their digital devices
— It constantly syncs between devices so
that everything is up-to-date and works
seamlessly when the customer chooses
to switch device
Self-service experience principle #6