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Published: 05 Sep 2002 10:14 BST
In tough economic times, companies are turning to e-service to alleviate the high cost of customer service. E-service handles customer service interactions over the Internet -- chiefly through email and Web self-service. Email customer service systems use automation to organise and respond to customer inquiries via email Web self-service lets customers look-up answers to questions they may have about a company's products or services by interacting with what's basically an online help system.
In the past seven months, the number of sites offering searchable self-service has grown from 13 percent to 32 percent, according to a report from Jupiter Research. Jupiter also found that 92 percent of the sites offering self-service offer email as a customer support option.
When used properly, e-service can reduce the cost of service and improve its quality.
"Most enterprises consider self-service a success if they can use it to deflect anywhere from 10 to 25 percent of the interactions usually handled through their call centre," says Christopher Olin of Kana, an e-service vendor.
From some perspectives, e-service can also be considered an advantage for the customer. Web self-service suits people who would rather look up information on their own than talk to a service agent. And both Web self-service and email let customers get answers to their questions while they're online. Most Internet users don't like to switch to the phone to resolve customer service problems. That's particularly true for consumers with dial-up lines because they can't simultaneously talk on the phone and stay online. Self-service facilities are also available around the clock, whereas live help usually keeps regular business hours.
However, e-service has its pitfalls, most of which revolve around auto-responses.
Auto-response is a feature of e-service that automatically analyses customer queries and offers a solution. It goes farther than an auto-acknowledgement, which is an automatically generated email that lets customers know their message has been received and when to expect a response from a customer service agent.
Auto-response systems can easily misinterpret customer queries. Sometimes the customer's wording is the problem -- an incomplete or inaccurate query will inevitably prompt an inappropriate response. But customers with complex circumstances are also poorly served, as self-service systems often can't analyse anything that veers from the standard. Boilerplate answers are usually too general and can ignore major facets of the customer's situation or request.
And off-target auto-responses can have consequential results.
"Usually customers aren't angry when they first send in their email but it's something in the company's response that makes them angry," says Anand Subramaniam of e-service vendor eGain Communications.
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