We are apostles of online customer self-service...seeking client partners who know that simply adding call center seats is not a sustainable economic solution.
Web-based customer self-service will eventually change the way consumers seek information and assistance. Similar to the financial services industry's transition in the 1980s from human tellers to ATM machines, the simplicity, convenience and immediate gratification of online self-service will soon influence consumer behavior.
When consumers have a question or a problem, they will no longer instinctively reach for the phone to speak with a customer service representative; instead, they will find and apply all the information and guidance they need online, and will enjoy the experience.
To build an online self-service capability (WuLi Enlightened), companies must create a realistic road map, measure the effectiveness of program components, and make timely and appropriate changes.
S3 Integrity manages client partnerships with a simple and thorough Customer Experience diagnostic that identifies and monitors core strengths and weaknesses; existing and required capabilities; Customer Voice and KPIs; change management and communication. This discipline keeps us on track, accountable and responsive...and delivers results for our clients.
“Company cultures are like country cultures. Never try to change one. Try, instead, to work with what you've got.”
Peter F. Drucker
