Self-service

What is self-service? 

The name self-service is pretty self explanatory. It’s the praxis of helping yourself and oftentimes when buying a product or alternatively managing regular matters.

Some usual examples of self-service is tanking stations and self-scanning in food stores. Self-service is becoming more of a usual term in online systems that allow customers to help themselves, find answers and solve matters without involving an agent. Self-service can be found on a website or in an app, and in some cases even via internet voice systems (IVR).

These systems can be found in different levels of sophistication. Some systems are more basic, for example simple FAQ pages with answers to the mos frequently asked questions. Others are more advanced with functions where you can solve more difficult matters on your own.

Why is self-service so important? 

Today self-service can’t just be an additional service that companies offer their customers as a bonus apart from the basic supply. Today customers expect self-service alternatives. According to research, 70% of consumers want to solve errands on their own at first. A well functioning self-service can give your customers consequent and relevant answers, and will improve the impression of your company in a positive way as well as customer satisfaction.

Zero line support

Self-service is also called zero-line support. This means that in some manner you get support, through the interface, without reaching any supplier in first line support.

Solunos own Self-service portal – MySoluno 

At Soluno we have developed our own portal for self-service that works as a admin interface for end customers. It requires an admin for your company PBX to get access to the portal.

MySoluno is developed for administrators to retain more control over their telecom solutions. With easy and eye-catching UX we offer customers a great overview and possibility to easily manage the most common errands that may show up in the role as telephony admin. Even we have a support that is by standard better than field norms we think this portal will decrease queue times between customers and support due to the portal being developed as intuitively and user-friendly as possible.

The portal is continuously updated with new functions and improvements to the interface which allows us to offer a portal that is always in the forefront. With our self-service MySoluno everything from ordering, delivery and billing is managed automatically and by that means also decrease billing related questions.

We hope and believe that our work to modernize, digitalize and automize our self-service will improve for our customers. By taking in feedback and tips from customers we always strive to improve, refine and integrate the portal with our own and external actors.

With MySoluno it’s easy to follow up on actions in the portal with a history list for the whole organization. You can easily see if your colleague has completed a task you we’re about to do and can in that way avoid double work. As a customer, the choice of who should have access is completely up to you and the interface makes it easy to understand what adjustments you’re working on and whom will add a cost.

Examples of features in MySoluno

Sometimes is can be difficult, whenever you create new users, to know what rights the person should have. We have therefore added the possibility to easily copy an existing profile to avoid these kind of issues. Everything from access to answer groups, to contact lists and licenses is copied, and the only thing you need to do is manually fill in username, password, e-mail and number, the rest is copied from the profile you’ve marked. We have also added a bulk action that we’ve emphasized due to it being a very useful action to perform on multiple users at the same time.

Glossary