Self Care vs. Self Service – What’s the Difference?

Why Do We Like to Say “Self Care”?

Because when we think of “self service”, we think of this:

 

An Automat.

Automats were the first vending machines. Born in the 1900s, automats originally served simple hot meals to customers. They eliminated the need for a cashier and offered a non-intrusive browsing experience. The reason why we, here at Sorriso, wanted to steer away from the automat experience is because it connotes “no service”.
While we know today’s customers prefer to enjoy a non-intrusive browsing experience much like the automat provided, we also know that modern technology makes it possible for the casual browsing experience to also be an engaging and intuitive one. We want our clients’ customers to know how much their companies care about them.
Customers today know a company cares about them when they feel they’ve been provided a personalized and thoughtful experience. And that’s what we help companies do: provide their customers with a personalized and thoughtful digital experience.

 

Want to Learn More About Self Service Software?

 

to explore the world of self service software

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5 Helpful Hints on Digital Transformations

“Digital Transformation” has become a key initiative for today’s companies. Many have even written that companies must digitally transform or die. But what does this actually mean? And what will a digital transformation actually look like?

Read on for clarification, points to consider, and some helpful reference articles if you’ve been wondering about digital transformations.

1. What is a Digital Transformation?

Forbes has actually written quite a few articles on the digital transformation. Our favorite article reflects on Altimeter’s State of Digital Transformation Report, which clearly defines a Digital Transformation as:

We favor this definition of a digital transformation because it prioritizes the customer experience while staying broad enough to consider all business units involved in and affected by a changing customer experience.

Companies must digitally transform because their customers are. While a shift to engage customers when, where, and how they would like to be met with is necessary to survive, digital transformations will look different across industries and companies. Why? Because data allows us to further personalize and target individual customers.

2. Collaborate

Digital transformations affect everyone. It can mean different things to different departments.

It’s easy to get lost in your own world. Remember that although everyone may be working on executing different parts of your transformation, the end mission is the same. Work together, collaborate, be flexible, and be willing to experiment. Keep lines of communication open, because you never know when another perspective can help boost progress.

3. Maintain a sense of urgency, hire someone to hold you accountable

Because it can be easy for everyone to get lost in their day to day tasks and individual department missions, consider hiring someone whose sole responsibility is to remember the big picture. This person will ensure everyone’s staying on track to play their part in achieving your digital transformation goal.

Many companies are now hiring a Chief Customer Officer to do just that.

Wondering if you need a CCO? We liked Jeanne Bliss’s 6 Critical Checkpoints for a CCO.

4. Stay Customer Centric

Why are you digitally transforming? For your customers.

Do you know your customer journeys? Your customer life cycles? Do you understand your current touch points for…

A digital transformation includes many projects and phases. While it’s important to see the big picture, have you identified your goals for change? Have you understood the purpose of each phase or project and which customers’ needs you’re trying to meet, exceed, or change?

Sometimes there will be overlap. Some projects might solve the needs or pain points of more than one customer group, some may not. Just remember to take a step back and ensure each part of your digital transformation is committing to your ultimate goal of helping your customers.

5. Just. Get. Started.

Sometimes it’s hard to know where to start. Ron Miller wrote a great article on TechCrunch that goes over a few ways to start with smaller projects and initiatives to ensure you’re making progress with your digital transformation. Here’s a high level overview of process suggestions:


Try a 1-Path Approach: Fully commit to your first pocket of innovation – if that pocket succeeds, it can catalyze future transformation efforts


Try a 2-Path Approach:

Mode 1 – maintain traditional IT with legacy systems and long purchase and implementation cycles.

Mode 2 – Fly by the seat of your pants and create for immediate needs with no plans. Be willing to experiment.

Ensure both modes are separated at first to avoid a Mode 1.5

Develop a measured plan for integrated projects in the future that will incorporate Mode 2 with Mode 1


For more details on these suggested approaches, and real world examples of how they’ve been implemented at companies like EMC, GE, and Coca Cola, check out the Tech Crunch article here.

Is your company going through a digital transformation? Are you looking to modernize and streamline a customer billing portal?

Let’s chat digital customer experiences.

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e-Bill Customer Portals Increase Engagement with Personalized Video

Acton, Massachusetts: Sorriso Technologies, provider of bill centered digital customer care solutions, announces Persona Video™, a software package that delivers personalized, interactive customer service videos. Persona Video identifies customers with billing and service exceptions, and provides them with a personalized video explaining the exception and offering advice. Persona Video engages customers in an immediate and preemptive response to potential issues, turning what could be a frustrating phone call into a rich media experience.

Founder and CEO, John A. Kowalonek commented, “We’re very excited about Persona Video. It’s a simple solution that’s better than having a customer service rep walk you through your account. It anticipates a customer’s question and speaks to their concerns before they even notice there’s an issue. And what’s best, Persona Video can be added to a biller’s existing portal with minimal effort.”

Sorriso premiered a live demonstration of Persona Video at Mobile World Congress just a few weeks ago. Eric Ryan, VP of Product Innovation, reflected on the demo’s success at the show, “Our Persona Video demonstration is what really drew people to our stand this year. Billers walk a fine line between automating customer service to reduce OPEX and delighting customers with an engaging experience. The attendees we spoke with saw how Persona Video meets both targets.”

Persona Video will be available as a cloud or on premise offering. It can be purchased as a stand-alone solution, as part of a Persona customer portal, or as an add-on to a company’s existing customer portal. It will be available as a general release in summer 2015.

About Sorriso Technologies: In 2014, Inc. Magazine ranked Sorriso Technologies as one of the fastest growing privately held software companies in the United States. Sorriso is the leading provider of software for digital bill presentation, bill payment, self-service, and bill-centered marketing. Sorriso’s Persona Solution Suite™ targets both small and large billers with cloud based and customer premise based delivery options.

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Customer Service Innovation at MWC15

Customer Service Innovation at MWC15

Inc. recently published an article on How Customer Service is Going to Explode in 2015, writing, “this year is set to be dubbed ‘The Year of the Customer'”and “Customers Want Self-Service”. To learn how you can become a catalyst in the Self Service explosion, check us out at Mobile World Congress (we’ll be in Pavilion 8.0!) or fill out the form below to get a sneak peek on what we’ll be showcasing in Barcelona this year.

Ask us anything about…

• Mobile & Online Smart Bill Presentment
• Intelligent Video Support for Billing
• Mobile App Billing
• Personalised Call Centre Automation
• Self Service Analytics
• Interactive Online Marketing
• Content Management Integration
• Versatile SDK for Rapid Integration

Find out how easily our Persona Self Care technology can work with your existing infrastructure to…

• Transform the billing conversation into an engaging dialogue
• Automate customer service while maintaining a personal touch
• Reduce call centre costs with powerful self supporting content

Questions? Ask @SorrisoTech on Twitter any time!

* These fields are required.

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Online Self Care 3.0 at Mobile World Congress

Sorriso Self Care Innovation Mobile World Congress 2015

Experience how Self Care technology can:

• Transform the billing conversation into an engaging dialogue
• Automate customer service while maintaining a personal touch
• Reduce call centre costs with powerful self supporting content
• Rapidly integrate into existing systems.

We’ll also be premiering, live, our Personalised Interactive Video. This powerful self care innovation turns an online bill into a captivating short film that both guides and interacts with your customer, ultimately reducing call centre traffic.

We have been improving the customer experience with some of the world’s largest Telco providers for over a decade. Learn how you can transform your company’s self care with Sorriso Technologies.

We’re changing the way companies think about…

• Mobile & Online Smart Bill Presentment
• Intelligent Video Support for Billing
• Mobile App Billing
• Personalised Call Centre Automation
• Self Service Analytics
• Interactive Online Marketing
• Content Management Integration
• Versatile SDK for Rapid Integration

Visit us in Hall 8.0 on your way to the theatres to learn how to increase Self Service adoption for your company!

If you are too busy during those dates but would like more information please contact us and we can arrange a one to one experience.

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