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Work 365, IOTAP

The Customer Experience – Combining E-Commerce and Self-Service with Work 365

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Businesses often treat e-commerce and self-service as separate solutions to two distinct business needs. As a result, each solution only solves one issue and customer data is not synchronized between all systems that touch a customer. For example, if a customer purchases an incident tracking solution that solution won’t have a market place and vice versa.

Now let’s look at how we can enable an end customer scenario with an E-commerce site.

Flow-of-customers-on-ecommerce-1

Work 365 with the Self-service and e-commerce solution automates these steps and create a better experience while enabling the additional for sales.

ecommerce-and-selfservice-for-csps-2-1

Work 365 creates a back-and-forth relationship between self-service and e-commerce systems that helps businesses expand self-service beyond support ticket submissions to support the following:

  • Services and subscription management
  • Usage consumption reporting
  • Billing, invoicing, and payment support

Adopting this holistic self-service mindset allows organizations to realize the following benefits:

  • Increase in quantities and densities of products purchased
  • Better customer retention and renewal rates
  • Growth of customers from referral business

While also decreasing the following:

Customer attrition or turnover

Cost of new customer acquisition

Cost of service

Time and effort spent on dealing with account changes and billing

Watch our webinar related to Ecommerce and Self-Service with Work 365, click here.

Thinking about how you can get self-service set up at your CSP? Learn more about e-commerce and self-service with Work 365, click here.

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