Why Self-Service is the Secret Sauce for Customer Satisfaction
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Why Self-Service is the Secret Sauce for Customer Satisfaction

Date Aired: December 10, 2015

Presenters: Roy Atkinson, Susan Cohen

Moderators: Erica Strother Marois


Watch the webinar video below.

An effective self-service tool can be an organizational cost-savings and increase customer satisfaction through a more proactive experience.

As the bond between consumers and technology grows more intimate, it becomes increasingly important for organizations to ensure that they’re providing a positive support experience. According to recent research conducted by Support.com, 50% of connected consumers prefer a self-service approach when addressing product issues post-purchase, and 32% prefer to use self-service with a lifeline to a live professional support representative. These connected consumers have a unique demand for service that is, in particular, characterized by a desire to figure out technical product issues on their own, without professional, live assistance.

These findings by Support.com are congruent with ICMI’s own research that discovered a growing importance in the role of self-service both internally for organizations, as well as externally for customer-facing self-service options. This can be a tremendous advantage to organizations from both a cost-savings and customer satisfaction perspective, as the best “type” of contact is the one that never had to happen in the first place.

Does your organization enable its customers to have a more proactive customer service experience or are they having frustrating experiences at every step of their journey? 

During this webinar you will learn:

  1. Why self-service is important to customers and organizations alike
  2. The value and ROI of providing self-service according to customer preferences
  3. Ideas for an effective implementation of a customer self-service tool
  4. Tips on how to make the business case for an investment in self-service technology

Join us for this interactive and informative hour—complete with audience polls, case studies, best practices and live Q&A.

Roy Atkinson

Roy Atkinson

Senior Writer/Analyst, HDI

Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. In addition to being a member of the HDI International Certification Standards Committee and the HDI Desktop Support Advisory Board, Roy is a popular speaker at HDI conferences and is well known to HDI local chapter audiences. His background is in both service desk and desktop support as well as small-business consulting. Roy's blogs regularly appear on HDIConnect, and he is highly rated on social media, especially on the topics of IT service management and customer service. Roy is a cohost of the very popular #custserv (customer service) chat on Twitter, which celebrated its fifth anniversary on December 9, 2014. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @HDI_Analyst and @RoyAtkinson.

Susan Cohen

Susan Cohen

VP Partnerships and Alliances, Support.com

Susan Cohen  is Vice President of Partnerships and Alliances at Support.com.  Susan has over 20 years hands-on experience using technology in a contact center environment.  She has worked in both vendor and user environments and has a unique perspective on the impact technology can make on the user experience.

Erica Strother headshot

Erica Strother Marois

Community Specialist, ICMI

Erica Strother Marois is the Community Strategist at ICMI. With a background in marketing, public relations, and social media, she brings more than six years of community management experience to ICMI. Erica manages ICMI’s robust network of community contributors – 500 strong! She also hosts ICMI’s weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in our community. Erica produces our webinars and many other content initiatives like Contact Center Insider, our weekly newsletter. She also partners with vendors in the community to nuance their viewpoint on important topics. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events – working with attendees to enhance their event experience and bring the ‘fun’ to attending an industry event. Erica is a connector of people – in any medium – and the contact center community is lucky to have her on their side!

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Topics: Self-Service, Customer Experience


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