Practitioner Radio Episode 35 - Customer Self Service

Troy DuMoulin, VP Research & Development | December 27, 2012

Looking At Self Support Options Through A Practical Lens Product Support is a DNA element for all service providing organizations. As such many organization's begin their Service Improvement efforts in this area. Customer Support when done right is a great contributor to customer satisfaction, when done wrong will often drive your customers to alternative suppliers and products. In this light establishing Self Service Options seems like a key contributor to creating Raving Fans! Or is It? Many organizations implement these service options with cost cutting goals or simply to keep the customer from disrupting what is considered higher value work. In these scenarios Customer Self Service can be a MAJOR pain in the Customer posterior! Join Chris and I as we look at these questions.

 

Show Notes:

  • Opposite day on Practitioner Radio
  • Chris Dancy's ITSM History
  • Self Service in the 80's 90's
  • What types of people used web portals in the 90's?Self Service is about CHOICES, not about tools.
  • People want IMMEDIATE responses
  • Wait we should wait define what we mean by “Self Service”
  • Self Service is about choice
  • Don't make me think
  • Context, Classification and Presentation
  • User experience assessment
  • Should all 1st level response, be forced through a portal?
  • Ian Clayton, Inside Out
  • BYOD is about SUPPORT, my CHOICE in support
  • Chris goes to BMC to meet with the CIO about employee value
  • Employees who are out to HURT the company vs. companies that just want to do their job better and faster?
  • “How does that pipeline get filled or CSI work in a world, the REAL world of ITSM? It's social….let's stop fooling ourselves.”
  • Self service should be “I have a request for something that I don't need immediately”
  • Anger, Entitlement and Social Media for Self Service
  • “I'd rather have the wrong answer NOW, than the right answer an hour from now”
  • Engagement and Feedback systems are the NEW SELF SERVICE
  • IT portals usually only do two things, “GIVE ME SOMETHING” or “COMPLAIN TO ME”
  • Things like “Get Satisfaction” offer two other options “Give Praise” or “Share and idea”
  • Wendy Lea CEO Get Satisfaction on ITSM Weekly Podcast
  • Self Service and “scheduling” the “genius bar” concept
  • Apple is hitting the same wall, IT did a decade ago. Reboot your phone before coming to the store.
  • We need new metrics in Self Service
  • Experience Metrics for 2013? (Yes we list them)
  • We measure RISK, not BENEFITS

CHRIS' THUNDERBOLT TIP OF THE DAY?! When considering self service options, always put yourself in the seat and role of the customer, understanding their time, environment and context will change the tools and processes they will select when using self service. Chris's & Troy's Thoughts What Are Yours? "If you do build a great experience, customers tell each other about that. Word of mouth is very powerful." ~Jeff Bezos, CEO Amazon.com To subscribe to Pink's Podcasts on iTunes

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