Walter Pope

Name
Tutor
Course
Date
IT Systems SupportSelf-service support allows customers to use technology to access information and solve their problems without reaching out to customer care departments (Malik 1). Some of the channels include knowledge bases, chat, self-checkout, kiosks, and apps among others. Self-service support is achievable through web-based solutions which will allow customers and employees to perform routine tasks over the internet. Notably, this can be done by making web-based solutions mobile friendly, managing data and knowledge, monitoring customer self-service data and ensuring there is a follow-up. Some of the web-based support tools that are usable include Zendesk which is a knowledge base system and Salesforce which can send emails when a stage of a deal get done, store confidential information and collect leads (Stansberry 1). Others include Slack, Freshdesk, and CloudApp.
In real-time assistance, information between customers and customer care department is transmitted instantly or with negligible latency. There is a direct path between the source and destination. In contrast, in delayed assistance, there is a significant delay in transmission and receipt of information. It also entails intervals and interruptions of information between customer care departments and customers because there is data storage between source and destination. Real-time assistance implementation can be through amateur-way radio, voice over IP, telephony, instant messaging, video conferencing and teleconferencing.

A knowledge base is a self-serve library of information regarding a department, product, or service that can be accessed or disseminated online. It is used to enhance the collection, organization and retrieval of data for private or public users. A knowledge base provides customers with easy access to information instead of contacting the organization’s agents, and this makes things easier for both parties. Knowledge bases also reduce the number of phone calls a help desk receives and customer problems are managed proactively. Similarly, having information in one place improves consistency, and this makes customers happy, and retention rates increase.

Works Cited
Malik, Deeksha. “What Is Self-Service Support And Why Is It So Important In 2017? | Getapp Lab”. Getapp Lab, 2017, https://lab.getapp.com/self-service-support-important-2017/. Accessed 16 Oct 2018.
Stansberry, Glen. “10 Web-Based Customer Service Tools Your Small Business Should Be Using”. OPEN Forum, 2016, https://www.americanexpress.com/us/small-business/openforum/articles/10-web-based-customer-service-tools-your-small-business-should-be-using/. Accessed 16 Oct 2018.