I found another interesting article. Author first showed statistics about online services how people they answer for questions and customer’s emails. We can find answers in this article why some companies are successful and some not in self-service. The best way to be successful is knowledge used by customers and agents. There is also something about websites that there should be good navigation, memory for each user, nice interface and also contact with customer by email voice etc. There are a lot of examples how to built useful self-service but the main point of this article is to show that knowledgebase is the core of a self-service experience. We can add some things like feedback, forums etc to develop our service. Customer loyalty is shaped by great service experiences.
It is worth to read this article because it will show you What Makes Self-Service Really Work?
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