The wrong approach is all too obvious on many of those corporate websites that offer self-service help.
You gave us the aha moment, which has taken a life of its own, spawning self-help books, public service announcements and a slew of sitcom punch lines.
Business applications include Customer Relationship Management, Regulatory Compliance, Contact Centers, Help Desks, Web Self-Service and Business Intelligence.
Although Schwab says it has no plans to offer a full advisory service, only aids to self-help, the fee-based financial advisers to whom it currently refers counsel-seeking clients (in return for a fat commission) fear that is where it is heading.
Ann Cox's counselling service - Eating Disorders and Recovery via Self-Help - can be contacted on (01424) 426880.
From my experience, there are a few good ways to do that: make online self-service links prominent on your website and always offer them anywhere you provide your customer support number, integrate online help throughout key processes, promote Web and self-service resources in telephone hold messages, let call center agents notify customers of self-service options, and reply to email questions with the link to self-service content to re-enforce self-service availability.
The device of choice for IT is the one on which nobody calls them for help, so the best of these platforms will be self-service enabled.
They have beefed up their staffs to help with baggage handling and boarding, and they've added self-service machines in secure areas so passengers can get new boarding passes when there are last-minute changes.
Personal Capital delivers a high tech and high touch wealth management service via powerful financial aggregation and self-service analysis tools, but also provides live financial advisors for clients who want help in constructing and maintaining a diversified and balanced portfolio.
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