Transitioning to Self-Service Takes Getting Used to But.. Benefits Emerge
Great article discussing the transition to a self-service model in Kiosk Marketplace. It’s fairly common for organizations to be reluctant to change and adopting self-service is no different. Not everyone knows what’s expected and there may be a few lumps in the road but..once the first step is taken, benefits start to emerge and self-service quickly becomes the new norm.
|WarrantyWatcher: Self-service at your fingertips!
Where are Self-Service Opportunities for Builders?
A recent Radial article notes self-service is one of the hottest trends in customer service.
Isn’t homebuilding one industry known for the value of the one-on-one interaction? There’s still a place for that type of interaction — most particularly in the sales process. But.. there’s a significant opportunity to transition to more of a self-service model in a builder’s warranty/customer service organization.
And, that’s because recent innovations in technology provide web-based, 24/7 access for homeowners, vendors and builders to data — anywhere/anytime!
Consumers Want Interaction, Now!
An earlier Solutions Blog noted consumers love the idea of being able to quickly and easily meet their objectives from submitting a warranty request to checking status to being able to review their warranty history.
CPS’ WarrantyWatcher software, with 24/7 web-based access for homeowners and vendors, offers an anywhere/anytime process to submit homeowner requests (including photos!), review open items, track status, close work orders and analyze trends.
And, it’s efficient; no double entry, calling back and forth, voicemail or misplaced emails. Everything is in one, easily accessible, location.
Consumer Satisfaction Rates Self-Service Channels #1
Self-service channels consistently outperform other channels in terms of customer satisfaction. Thnk about it for a minute: does anyone snail mail or fax over a list of issues any longer? How recently have you called-in a service issue? Consumers love self-service because it reduces friction and provides answers immediately and consistently.
Self-service doesn’t have to be (and, shouldn’t be) some generic, one-size fits all process.
WarrantyWatcher’s 24/7 Portal provides a personalized, omnichannel experience. In other words, the Portal fits into your business operations, seamlessly. Make it available from your website, skin it with your logo and colors, include photos of your team members. It’s all about providing an appealing, easy-to-use solution that fits your homeowners needs!