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Customer Self-Service Evaluation Matrix
A Blank Matrix to Facilitate Your Evaluation Process for Customer Support Offerings
June 29, 2006
By:
Mitchell Kramer
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Executive Summary:
Customer self-service products and services let your customers help themselves to answer questions and diagnose, isolate, and resolve problems with your products and services. We’ve created a framework for evaluating customer self-service offerings. In this report, we present the evaluation criteria of that framework in tabular format. For each top-level evaluation criterion, we include a matrix that has rows for the evaluation criteria. In each row, there’s a cell in which we pose the key questions that you should ask to determine how well a particular product or service offering meets the evaluation criterion, and a blank cell that you can use to document your answers to those questions for a particular product or service.
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| Pages: 11 |
| Format: PDF |
| License: Single
User |
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