Citrix Online White Paper Sample

Self‐service is a powerful and effective service delivery vehicle, yet its very nature can diminish the intimacy of the customer relationship. As you consider the role that self‐service will play in your company’s service strategy, you must also understand that self‐service cannot meet the needs and expectations of all customers in all circumstances. A well-rounded service strategy includes self‐service and other cost‐efficient service delivery approaches, balanced with an equal commitment to provide personalized and intimate support when appropriate.

As self‐service becomes more efficient and widely adopted, it will resolve a higher percentage of known problems. This will result in an increased percentage of the more challenging issues flowing to assisted support channels. In addition, self‐service will segment the population of customers into those that are capable of helping themselves and those that need a helping hand.

Self‐service success comes with an unrealized cost to assisted support. Assisted support channels will be required to handle a higher proportion of challenging issues, and customers with less expertise or familiarity with the product they need help with. The result is the cost to handle assisted cases will rise.