There is a plethora of the traditional self-service applications out in the market today. These are primarily applications that allow a customer of an organization to create and manage their support interactions with an organization. Players in this market are Zendesk, Salesforce Service Cloud, Desk.com and the like. However, the new paradigm is to afford customers the ability to self-service across the organization. How many times have you been to Netflix.com and wanted to manage your subscription, view the content they provide, view your billing history, and last but not least submit or view support cases.
The need for customer self-service is ever so important as the subscription economy evolves and customer demand more of an experience from an organization rather than a simplistic ability to submit a support case.
On the business side of this equation, it is costly and a burden to integrate with disparate applications. For most companies this is at least four applications: the crm, their content portal, the subscription billing platform, and the support case management system. Most IT organizations do not have the experience to maintain this sort of integrated architecture. Thankfully, as the market evolves, these systems will come to bear greater fruit.
A few of these applications today are:
- Salesforce Communities
- NetSuite Customer Center
- Happy Fox
Most applications today allow for a certain segment of the self-service experience but very few offer the end-to-end spectrum needed for a customer to have a simplistic and uplifting engagement with an organization.