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4 strategies and tactics for Self Service

What is Self Service strategy?

Every great achievement starts with a well-thought-out plan. It can be the launch of a new product, expanding into new markets, or just trying to increase efficiency. You'll need a delicate combination of strategies and tactics to ensure that the journey is smooth and effective.

Crafting the perfect Self Service strategy can feel overwhelming, particularly when you're juggling daily responsibilities. That's why we've put together a collection of examples to spark your inspiration.

Copy these examples into your preferred app, or you can also use Tability to keep yourself accountable.

How to write your own Self Service strategy with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI generator below or our more complete goal-setting system to generate your own strategies.

Self Service strategy examples

You'll find below a list of Self Service tactics. We also included action items for each template to make it more practical and useful.

Strategies and tactics for encouraging Use of Self-Service Channels

  • ⛳️ Strategy 1: Enhance digital engagement

    • Conduct a survey to understand barriers to using digital channels
    • Develop user-friendly tutorials for each self-service option
    • Improve app interface for a seamless user experience
    • Launch an awareness campaign about digital options through email and SMS
    • Offer incentives for first-time users of digital channels
    • Create a dedicated section for FAQs and troubleshooting tips
    • Implement a feedback system for continuous improvement
    • Provide personalised recommendations based on user behaviour
    • Use social media to highlight the benefits of self-service options
    • Collaborate with tech influencers to showcase app features

  • ⛳️ Strategy 2: Train and incentivise staff

    • Organise workshops for staff on the benefits of digital channels
    • Set up role-playing sessions to address customer objections
    • Implement a reward system for staff who convert branch and call center queries to digital
    • Train staff to guide customers through digital alternatives during interactions
    • Create digital ambassadors within the bank branches
    • Develop a knowledge base for common digital queries
    • Survey staff for insights on customer hesitations
    • Introduce a recognition program for staff contribution to digital adoption
    • Provide continuous training on new digital features
    • Implement a mystery shopper program to assess staff's digital promotion effectiveness

  • ⛳️ Strategy 3: Optimise self-service technology

    • Conduct an audit of existing digital and ATM services
    • Ensure ATMs and CDMs are stocked and functioning optimally
    • Deploy ITMs with video banking capabilities in strategic locations
    • Integrate AI-powered chatbots for instant customer assistance on the app
    • Regularly update the app for security and feature enhancements
    • Collaborate with fintech firms for cutting-edge technology solutions
    • Set up a monitoring system for quick resolution of technical issues
    • Use data analytics to predict and address app usage bottlenecks
    • Implement push notifications for new features and maintenance updates
    • Design seamless transition experiences between different digital platforms
self-servicedigital-engagementdigital-ambassadortech-influencerit-supportcustomer-service
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Strategies and tactics for migrating customers to digital channels

  • ⛳️ Strategy 1: Educate customers on digital benefits

    • Develop a comprehensive digital guide for customers
    • Host webinars and tutorials on digital platforms
    • Feature success stories of customers using digital channels
    • Create short instructional videos on social media
    • Offer incentives for first-time digital channel users
    • Provide in-app tips and notifications encouraging digital use
    • Use emails to inform customers about new digital features
    • Set up a dedicated helpdesk line for digital channel assistance
    • Highlight cost savings related to digital channel usage
    • Send SMS alerts to inform customers about digital capabilities

  • ⛳️ Strategy 2: Enhance digital channel accessibility and experience

    • Optimise website and app for mobile devices
    • Simulate real-time branch services on digital platforms
    • Ensure all digital channels have 24/7 customer support
    • Regularly update digital platforms for optimum performance
    • Simplify the user interface for easier navigation
    • Implement chatbots to handle routine enquiries
    • Enable quick access to self-service options on main page
    • Conduct user feedback sessions to improve functionality
    • Use analytics to track and improve user journey
    • Implement accessibility features for diverse user needs

  • ⛳️ Strategy 3: Promote and incentivise digital channel usage

    • Launch a campaign highlighting digital channel advantages
    • Offer loyalty points for digital transactions
    • Provide discounts for services accessed digitally
    • Run competitions for signing up and using digital channels
    • Publicly recognise customers who frequently use digital services
    • Bundle digital services with exclusive offers
    • Establish a digital user community for peer support
    • Send newsletters with success metrics of digital channel usage
    • Utilise targeted ads to promote digital offerings
    • Collaborate with other brands to offer digital service incentives
digital-channelscustomer-educationdigital-strategistcustomer-service-managerdigital-development-teammarketing-team
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Strategies and tactics for developing a Strategic Plan for Technical Support

  • ⛳️ Strategy 1: Enhance self-service capabilities

    • Implement comprehensive knowledge base articles on ServiceNow for common user issues
    • Develop instructional videos for JAMF and Intune functionalities
    • Regularly update self-help resources based on user feedback and issue trends
    • Integrate a chatbot on ServiceNow to guide users to the right resources
    • Promote self-service options through internal communications channels
    • Utilise analytics to identify top issues that can be addressed through self-service
    • Regular training for offshore Tier 1 team to reduce escalation of common issues
    • Establish KPIs to measure reduction in calls and monitor self-service usage
    • Schedule regular reviews of self-service resources to ensure accuracy
    • Incorporate user feedback loops to continuously improve the knowledge base

  • ⛳️ Strategy 2: Strengthen internal and external communication

    • Create an outreach process for SMBC MANUBANK and Jenius Bank to clarify support channels
    • Establish regular IT updates through newsletters or webcasts for both bank entities
    • Develop an Executive support team to address high-priority issues swiftly
    • Create detailed communication protocols for off-shore and internal technical teams
    • Ensure consistent messaging and support level agreement with SMBC stakeholders
    • Implement an internal communication platform for rapid exchanges between support staff
    • Coordinate regular meetings between IT and business units to align priorities
    • Engage with stakeholders to gather input on communication improvements
    • Provide training to enhance communication skills of technical support staff
    • Conduct bi-annual satisfaction surveys with all entities to refine communication strategies

  • ⛳️ Strategy 3: Optimise resources and processes

    • Implement ITAM support and integration processes with SMBC for asset management
    • Set up a prioritised project board for ongoing strategic projects
    • Streamline shipping and receiving processes for handling employee equipment
    • Utilise ServiceNow to automate ticket assignment and escalation processes
    • Develop a detailed plan for Avaya phone retirement and Vonage CCaaS implementation
    • Collaborate with InfoSec to support projects like Netskope and audit processes
    • Create a testing and deployment schedule for Windows 11 across departments
    • Coordinate with branch offices for seamless branch moves and technology upgrades
    • Evaluate and enhance current domain trust initiatives with SMBC MANUBANK
    • Measure and track resource allocation and efficiency through performance metrics
self-servicecommunicationtechnical-supportexecutive-supportit-teamcommunications-team
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Strategies and tactics for automating third-party migration

  • ⛳️ Strategy 1: Develop and implement a user-friendly migration toolkit

    • Research common integration challenges faced by 3rd party users
    • Design an intuitive user interface for the migration toolkit
    • Incorporate automated data validation checks within the tool
    • Develop comprehensive user guides and tutorials
    • Integrate a feedback mechanism for continuous improvement
    • Pilot the toolkit with a selected group of 3rd party users
    • Adjust the toolkit based on pilot feedback
    • Ensure cross-platform compatibility of the toolkit
    • Train support staff to assist users during migration
    • Launch the toolkit with a marketing campaign to increase awareness

  • ⛳️ Strategy 2: Create a comprehensive self-service knowledge base

    • Gather FAQs and common issues from current 3rd party migrations
    • Develop step-by-step guides for each stage of the migration process
    • Incorporate video tutorials for visual learners
    • Implement a searchable database for ease of information retrieval
    • Provide regular updates with new information and solutions
    • Encourage user contributions to the knowledge base
    • Establish a community forum for peer-to-peer support
    • Monitor common queries to identify areas needing more detailed guides
    • Incorporate AI to suggest relevant articles based on user queries
    • Promote the knowledge base through regular communications

  • ⛳️ Strategy 3: Enhance API capabilities for seamless integration

    • Audit current APIs for performance and potential optimisations
    • Work with 3rd party developers to identify necessary API features
    • Implement robust security measures for data integrity
    • Provide comprehensive API documentation with examples
    • Offer sandbox environments for API testing and experimentation
    • Introduce versioning to manage and maintain API updates
    • Implement webhook support for real-time integration updates
    • Develop SDKs in popular programming languages to facilitate ease of use
    • Monitor usage metrics and identify potential bottlenecks
    • Iterate on API enhancements based on user feedback and industry trends
automationintegrationdevelopersupport-staffapi-teamuser-experience-team
Implement these strategies

How to track your Self Service strategies and tactics

Having a plan is one thing, sticking to it is another.

Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.

A tool like Tability can also help you by combining AI and goal-setting to keep you on track.

More strategies recently published

We have more templates to help you draft your team goals and OKRs.

Planning resources

OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:

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