Communicating the value of self-service with a side of innovation
Published:
January 10 2012, 12:16 PM
by
Rich Graves
During my career in the IT Service Management space I've always been very interested in how support organizations use self-service. I've blogged at length on different aspects of self-service and knowledge management and try to be a catalyst to push more companies to utilize a proven mechanism to not only reduce their costs but also improve end user satisfaction. I first gave a presentation I titled "Hang Up the Phone and Increase Customer Satisfaction" at the HDI 2008 National Conference. The attendance (200+) and questions proved to me that self-service was still in its infancy for support organizations. Today in 2011 with the push towards the consumerization of IT and even more widespread use of self-service in the consumer space I'm sad to say self-service adoption is still very poor in enterprise IT. The HDI 2011 Support Center Practices & Salary Report references how little this has changed over the last few years.
Every few months I update my "Hang Up the Phone..." presentation with the latest trends and statistics knowing that it is still relevant and without fail I'm then contacted to present it again to a different audience. So my plea to you is to look for opportunities to use self-service for your end users. It truly is a way to reduce costs and give your customer a 24x7 channel for support.
I've included the latest iteration of the "Hang Up the Phone and Increase Customer Satisfaction" presentation below using the online tool Prezi. Prezi is an innovative way to communicate your ideas where you aren't constrained to slides of a fixed size. I'll call it PowerPoint with flare. What I like about Prezi is simply that it's different and makes your presentation stand out amongst way too many other text heavy presentations. It gives me the feeling that I'm a creative artist - even though I have the artistic skills of a 6 year old.
Let me know what you think of the Prezi and how I can improve it.
By: Rich Graves
Rich Graves is a Senior Principal Product Manager at CA Technologies. Rich works on a team focused on strategy and innovation for the Service & Portfolio Management Customer Solutions Unit. During his eleven-plus years at CA, he has focused entirely on the Service Management and support market segments...
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