Self Service (Post implementation reporting and expectations (Estimated…
Post implementation reporting and expectations
Estimated reduction in calls to business
Estimated AHT change (as more simple tasks are handled online)
Updates to training? (i.e. - new hire based on new call mix)
Partnership with Marketing for self-service promotion?
Customer rewards for self-service?
Overall usage trends
Cost Savings - Eliminated calls
Reporting for identifying and prioritizing most self-service requests
Tagged only for existing self-service features
Cost savings - Prevent future chats from same customer by showing them how to do it themselves
Cost Impact - Force customers to call for non-self service features
Document upload portal (scans, screenshots, pictures)