New Customer Service Application on Term Paper

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Alliances and partnerships that enrich the customer service experience of any online self-service application are exceptionally effective across other industries as well.

Conclusion

The introduction and support of an online self-service application is a multifaceted and highly coordinated strategy that requires system and process integration to be successful. In addition the support for roles-based access and preferences definitions is also critically important as consumers are increasingly expecting this from their online applications and will often reject and not use those that assume a one-size-fits-all mentality in their design.

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Finally gaining user input and designing with consideration of their needs is crucial for change management to occur. As online self-service is part of a CRM strategy in many organizations (Regan & O'Connor, 2002) the marketing of the application in addition to its inherent value must both be actively communication clearly......

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