{"id":18483,"date":"2024-09-17T14:29:59","date_gmt":"2024-09-17T18:29:59","guid":{"rendered":"https:\/\/desis.osu.edu\/seniorthesis\/?p=18483"},"modified":"2024-09-17T14:30:00","modified_gmt":"2024-09-17T18:30:00","slug":"the-good-the-bad-and-the-ugly-of-self-service","status":"publish","type":"post","link":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/2024\/09\/17\/the-good-the-bad-and-the-ugly-of-self-service\/","title":{"rendered":"The Good, The Bad, and the Ugly of Self-Service"},"content":{"rendered":"\n
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While many companies have viewed self-service solutions simply as a way to reduce costs and improve efficiency, this perception has begun to evolve. Today, many companies see self-service as a crucial strategic investment and a way of enhancing customer loyalty and revenue.\u202f<\/p>\n\n\n\n

However,\u202f self-service solutions can only provide the right results when implemented strategically.\u202f \u202f\u202f <\/p>\n\n\n\n

As such, companies must understand how to leverage the \u201cgood\u201d of self-service while avoiding the bad and the ugly.\u202f\u202f <\/p>\n\n\n\n

The Good of Self-Service Solutions<\/strong><\/p>\n\n\n\n

Today\u2019s digitally native customers appreciate the opportunity to resolve problems themselves without waiting for a human agent or specialist to answer the phone or respond to an email. Self-service is inherently convenient and fast. It allows consumers to use their chosen channels to resolve problems and tailor their experience to their needs.\u202f \u202f\u202f <\/p>\n\n\n\n

Self-service enhances customer experience by allowing clients to access an immediate response to their queries \u2013 making the service experience much more effortless. \u202f\u202f <\/p>\n\n\n\n

Contact centers may then tactfully drop occupancy rates, reduce the strain on the workforce, and allow employees to focus on the tasks that are make or break to the experience.\u202f\u202f\u202f <\/p>\n\n\n\n

The Bad and the<\/strong> Ugly of Self-Service<\/strong><\/p>\n\n\n\n

According to a Forrester study, businesses waste almost $22 million on unnecessary CX costs annually \u202fbecause customers can\u2019t access the solutions they need to serve themselves effectively.\u202f\u202f\u202f\u202f <\/p>\n\n\n\n

Simplicity should always be a core component of a self-service experience. However, the IVR system, in which self-service is often embedded, tends to be a source of significant frustration for many clients.\u202f \u202f\u202f <\/p>\n\n\n\n

Even in today\u2019s world of innovative conversational AI and automated technology, companies still create IVR systems that present clients with unclear options and dead ends.\u00a0(Carter, 2023).<\/p>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n

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With my focus being customer service, I need to look at it from all kinds of different angles. Receiving customer service does not only come from a human representative, but also through digital channels that customers can access independently. This article shows us some of the pro and cons of self-service, which is also helpful to know when trying to look at ways to possibly design with this concept. Self-service customer service options certainly aren’t for every customer but can be very helpful for those who are comfortable with the technology and want a quick answer to their question\/ problem. The way I see it is self-service is convenient for those who don’t want to wait for a response back from a human representative and going in-person in convenient for those who prefer not having to resolve their issues on their own or aren’t comfortable with the self-service technology. Self-service is also very beneficial to the business in terms of hiring and money, but it could end up backfiring is the self-service is not curated properly and causing more issues than solving them. This lines up with trying to find the balance between helping the business or helping the customer.<\/p>\n\n\n\n

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References.<\/em><\/p>\n\n\n\n

Carter, R. (2023, May 15). The good, the bad, and the ugly of self-service<\/em>. CX Today. https:\/\/www.cxtoday.com\/contact-centre\/the-good-the-bad-and-the-ugly-of-self-service\/<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

With my focus being customer service, I need to look at it from all kinds of different angles. Receiving customer service does not only come from a human representative, but also through digital channels that customers can access independently. This article shows us some of the pro and cons of self-service, which is also helpful […]<\/p>\n","protected":false},"author":129,"featured_media":20422,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[26],"tags":[],"class_list":{"0":"post-18483","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-focus"},"_links":{"self":[{"href":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/wp-json\/wp\/v2\/posts\/18483","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/wp-json\/wp\/v2\/users\/129"}],"replies":[{"embeddable":true,"href":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/wp-json\/wp\/v2\/comments?post=18483"}],"version-history":[{"count":6,"href":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/wp-json\/wp\/v2\/posts\/18483\/revisions"}],"predecessor-version":[{"id":20424,"href":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/wp-json\/wp\/v2\/posts\/18483\/revisions\/20424"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/wp-json\/wp\/v2\/media\/20422"}],"wp:attachment":[{"href":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/wp-json\/wp\/v2\/media?parent=18483"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/wp-json\/wp\/v2\/categories?post=18483"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/desis.osu.edu\/seniorthesis\/index.php\/wp-json\/wp\/v2\/tags?post=18483"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}