Self Service for some is the only way to get stuff done, for others, it's a nightmare that usually ends up in a frustrated phone call to a company to get an issue resolved.
However, it's not going away and companies are not going to stop talking about it, as they believe it's easier, more simple and more convenient for customers, and let's be honest, is more cost effective most of the time. This allows companies to ensure they focus on dealing with the more complex stuff and doing that well, rather than clogging up phone lines with simple questions and answers that could have been found online, in half the time.
So where are we?
Well, we believe we have great self service tools available, especially through MyOVO, your account area. There are loads of things you can check and manage yourself here, without having to call, email, contact via social media etc. We also receive a load of great reviews about how easy and simple to use our account functionality is. If you haven't checked it out yet, login and have a look for yourself!
We also have our wonderful forum filled with a ton of great content to help you across a wide range of subjects, so again, its online and super easy to search or ask a question. We also have other OVO customers that love to help so they will often step in and provide answers too!
We are not perfect
No, not at all. We know our help section on the website needs more work, but ultimately we need you all to help make sure we make self service easy for every one of you. So I have 2 questions. Please comment below with your answers. There are no right or wrong, as everyone is different, but please give us your feedback, so we can continue to make things easy for you to engage and manage your account with us.
The questions are:
1: If you use self service, what do you like about it? Whats your favourite feature?
2: If you don't use self service tools, why and what would change your mind and get you to try it? (yes I know that's 2 questions in 1...)
It's super important we understand what you love and what you hate about these online tools. Similarly, if you've had a great experience with another companies self service tools, please share those too!!
We'd love to hear your feedback and look forward to an honest and open discussion on this!