Self Service User Adoption – Carrot or Stick?
Web based self-service for delivering customer service and technical support is one of the fastest growing areas in service delivery. In addition to the challenges in creating an effective self-service experience, the question often asked is:
“What do we have to do to ensure users adopt self-service over the current approach?”
Having worked with many clients across different sectors, we have gathered insights on how to create a self-service experience that encourages user adoption.
This white-paper explores getting the user experience right and promoting the opportunity to self-serve to all users at all stages of the support interaction.