Benefits of Digital Self-Service

This blog runs over at a high level the different benefits of implementing digital self-service solutions. 

To start our analysis of digital self service solutions I want to look at some overall benefits for implementation. Having a clear understanding of why something should be done not only justifies the time, money and resources required to implement a new feature it also helps to define returned value.

One benefit is that online self service features offer is that they are available regardless of what hours you are trying to interact with the services. Organizations are able to offer 24-hour services offline as well, but the cost associated with this is far greater than the online counter option. Flexibility in accessing services can be very convenient for customers who are trying to balance the different events going on in their lives.

It is also far easier to localize content for specific areas with online services rather than offline services. Creating specified content based on a consumer’s location will help build a more personal interaction with an organization’s brand even if there is little information already known about the user; creating a deeper connection.

A benefit to online self services that can not be understated is the ability to share a wide range of different content. Communication can be tough and sometimes the easiest way to explain something can be with a short video clip or and image. Language based interactions can become overly complicated quickly so leveraging different content types allows for the most effective forms of communication to each unique situation.

Next time I want to dig deeper into the specific benefits customers receive from organizations that offer self service options. Customer acquisition and retention are vital to a company’s success and with the vast array of different competitors it is important that organizations do everything they can to understand customers needs and wants.

Angèle Taylor, Strategic Solutions Architect & Adobe AEM Champion.

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