 |
|
|
|
Increasing User Adoption
- a customer-centric approach
|
Effective online self-service solutions start with the customer's point of view. The AI Avatar self-service platform should organize information and integrate relevant systems so that all the resources are collected in one place.
This ensures that the online self-service solution will be the natural starting point for a customer's support needs and ensures that end users will actively adopt it and keep using it. This maximizes the benefits for the customer.
An effective AI Avatar online solution gives customers direct control over all of their most common account-related tasks, covering almost every service interaction from finding information to executing transactions.
Customer self-service combines electronic billing with comprehensive capabilities for service management, knowledge management, personalization, and application integration technologies to create an integrated, natural starting point for customers to address all their service issues.
The primary success factor for an AI Avatar online self-service solution is user adoption.
The more customers that use the self-service solution as their primary channel for service, the fewer customer care calls, the lower the print costs, the more efficient the payment management, and the higher the customer satisfaction.
User adoption is driven primarily by one single factor - superior and relevant user interface.
Customers need to have ready access to information and capabilities that empower them to take control of their service needs. The solution not only needs to be customer-centric, but it also needs to anticipate all or most of the end usersŐ online service needs.
|
|
|
