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Self-Service Strategies in South Africa 2007 Product Image

Self-Service Strategies in South Africa 2007

  • Published: May 2007
  • Region: South Africa
  • World Wide Worx

A report on the state of customer self-service in South Africa, its evolution into multi-channel strategies and its integration into CRM, with research conducted among the country’s leading commercial billers.

Companies embrace self-service as a strategic imperative

May 2007:– South Africa’s largest customer-carrying organisations are embracing self-service as a means of driving down customer support costs, reducing churn and increasing customer loyalty, according to a new survey.

The survey, titled “Self-Service Strategies in South Africa 2007” is based on in-depth interviews with major South African companies that represent an aggregate base of nearly 50 million customers. Respondents to the research include many of the country's largest banks, insurers, retailers and telecommunications firms.

“This report shows South African companies have realised that self-service is an imperative in a market where customers are looking for convenience and where customer support costs are spiralling out of control. Those businesses that embrace an integrated self-service strategy will outperform those that don't,” says John Ziniades, READ MORE >

Introduction: from in-line to online

Methodology

Respondent customer base and customer service staffing

Customer care consultants in organisation

Self-service in action

- Primary form of communication with customers

- Outsourcing of customer care/contact centre

- Forms of customer interaction

- Self-service channels in use

- Investment per customer

- Increase in spending on self-service

- Funding model for self-service

Self-service strategy

- Defining self-service

- The importance of self-service to customers

- Employee awareness of self-service initiatives

- Key customer demographic considerations

- Ideal self-service functionality

- Self-service functionality on the drawing board

- Preferred self-service channels

- Importance of self-service

- Financial and investment strategy

- Importance of business drivers for self-service

- Satisfaction with self-service

- Efficiency of self-service

- Obstacles to self-service

- Methods used to drive adoption of self-service

- Measuring the success of self-service

- Responsibility for self-service

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