A survey that polled 12 of SA`s biggest billing companies has found that the benefits of allowing customers anytime access are driving companies to invest in customer self-service (CSS) solutions.
The survey, "Online self-service strategies in South Africa, 2003", found that major companies in the financial service and telecommunications sectors in SA will increase their investment in CSS by an average of 31% next year, up from 12% this year.
"These numbers provide a dramatic indication of the commitment to staffing, infrastructure and training that is dedicated to customer care in companies with large client bases," says Arthur Goldstuck, MD or World Wide Worx, which conducted the research in collaboration with Consology.
"Clearly, it is in their best interests to let customers themselves handle most of the typical functions, like accessing account information and investigating problems, and conducting activity or usage analysis to figure out how to better mange their lives," he says.
The study found that the most popular means of delivering self-service were via the Web, mobile and e-mail. Self-service solutions like kiosks were not seen as the best method for CSS, while cellphones gained favour - more because of how widespread they are than because there are many solutions available for use on them.
The companies surveyed included Absa, Cell C, eBucks, Edgars, Hollard, MTN, MultiChoice, Nedcor, Outsurance, Standard Bank, Telkom and Vodacom.
Ten of the 12 companies interviewed confirmed they were considering CSS, while the eleventh indicated that infrastructure problems were delaying the choice. Reasons for considering CSS included cost savings, improving efficiency, staff reduction, reduction of the company`s resource commitment, 24-hour service, rising customer requirements to be in control of their financial world, satisfying clients` needs, and improving customers` quality of interaction and convenience.
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