Self-Service and CRM

Swamy Viswanathan, vice president of products at Language Weaver (supplier of automated translation solutions for digital information), has published an interesting article which examines the concept of self service in relation to CRM.
 In particular, the journalist tries to outline guidelines for companies that allow customers to be employed in the site navigation and use of related services. This is because the Internet has allowed companies to put content virtually, and, therefore, allowed users to find information and to be autonomous in navigation and use of products / services business.

 Swamy recommended in particular:
 1) to provide useful content
 2) publish the latest news and whenever there is news in the product / service
 3) use multiple communication channels
 4) "listen "to what they have to say and making them partners of the business
 5) If the business is a global company, to provide a site translated into multiple languages.
 In the analysis, are then given some tips to implement self-service solutions - for example, site usability, scalability, etc. ..

Fulvio Giaccari

To read my italian post, click here