Best Practices for Solving the Self-Service Paradox
How to provide a system that meets the needs of both your company and your customers.
By Allen Bonde

CRM Magazine

Customer self-service is one of the hotter topics in CRM. Many of the executives we talk to have made new Web self-service initiatives a priority for the remainder of 2004. Nearly every CRM and call center vendor has been adding--or acquiring--self-service functionality. However, the concept of having customers help themselves is actually a rather old idea if you consider mail order catalogs, ATM machines, or even vending machines early examples. The difference today is that the channels for reaching customers, from voice response systems to kiosks and the Web, have evolved.

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