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In this paper readers will understand seven distinct visions of how and why Web self-service should be conceived, designed, and implemented. There are recurring themes about return on investment, scalability, and encouraging user adoption from the enterprise aspect, and about personalization, functionality, and ease of use from the consumer's perspective. The most important theme to understand is that all these objectives depend on both parties, businesses and consumers, deriving true value and benefit from the Web self-service channel. Simply pushing customers to a lower cost channel won't achieve sustainable business objectives.

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Format:PDFSize:617 KB
Date:Jun 2006
Pages:12

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