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May 23, 2008Using decision management for self-service and good service
Ginger Conlon wrote an interesting piece this week - The Real Reason We Love Self-Service in which she wondered if the real reason people like self-service options is that it avoid bad service from people. I have to say I think she has a point but I also think people prefer the control of a self-service environment. Unlike Ginger, I would always prefer a kiosk that got it done than a personal interaction just because I control the environment and don't have to use up interaction energy. But what does this have to do with decision management?
One of the ways companies can make self-service work better is by implementing decision management technology to ensure that customers can get decisions made without referral to a person - check out this post, for instance. But decision management can also be used to empower and support customer service reps - they don't have to bounce you to someone else or refer you to their manager or make decisions about how valuable a customer you are. A decision management system can do it for them.
Will this eliminate bad attitudes, long shifts or other elements of bad service? No, but it will help some.
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