Web Self-Service | CPI's Blog

3 Reasons to Implement Web Self-Service

Christy Green

We have been talking about the future of self-service for years now, but guess what? The future is here. It’s right now. According to a Forrester December 2015 survey:

Avoid Customer Servitude - Part 2

Christy Green

Last time, I cautioned about turning your customers into indentured servants by making them have to work too hard to get the information they need when contacting your company.

One of the most important things an organization can do for their customers is help them save time. People want to get what they need quickly, in the manner in which they want to get it, then move on with their life. More than likely, browsing your website for 15 minutes to find the information they need, or waiting on hold to speak with a customer service representative is not considered one of their favorite hobbies!

Avoid Customer Servitude

Christy Green A few months ago, I switched to the cable company that everyone loves to hate. Recently as I was paying bills, I realized I’d never gotten a bill from them. So I searched their website until I found the number for customer service (which is quite well hidden). I called at 7:02 pm, only to find out that they close at 7:00. A couple nights later, I called again, only to find out there were “longer than average hold times”. I waited a few minutes then gave up. On my third attempt, I searched for a way to find my account online (bear in mind, I had received nothing from them. No bills, no email, nothing). Somehow from the website they were able to identify me by my location, which was pretty cool, and after a bit more effort on my part, I found they had assigned me an email address and were sending my bills to that account! Which would’ve been OK, if only I’d known about it! To make matters worse, three months of bills had been sent to that unknown account, which also included installation charges, late fees and a disconnect notice! Adding insult to injury, it took a whole bunch of time and effort on my part to even find this out. Why do I have to work to get my cable bill?