Primero Systems Blog

CLARITY Wednesday: Customer Enablement in Focus

Improving the self-service experience of consumers is among the top 3 priorities for companies that aim to improve customer experience and service.

3 Customer Enablement Facts Worth Considering:

  • Of all self-service channels, customers make the most frequent use of knowledge bases.
  • 90% of consumers now expect a brand or organization to offer a self-service customer support portal.
  • More than 6 out of 10 U.S. consumers say that their go-to channel for simple inquiries is a digital self-serve tool (such as a website, mobile app, voice response system or online chat).

Assess the Value of Customer Retention to Your Organization

The evidence is clear that customer enablement isn’t just a passing fancy, but instead represents a permanent part of our customer culture these days.

What value do you place on enabling your customers to self-serve 24x7, to provide a convenient feedback mechanism to communicate their concerns/issues, to offer rich and ample product/service training, and to deliver access to networking communities and forums?

Determine Your Organization's Related Pain & Frustration

In order to fully assess your level of pain (and frustration!) it’s helpful to know where you want to be. So…what does good look like?

A low pain example of Customer Enablement would be: We have superior customer self-service and the   ability to provide 24x7 order placement, tracking, fulfilment, warranty, parts information, product training and/or expert advice.  We have optimized forums, communities, and other knowledge-based options.

What is your organization's level of pain as it relates to Customer Enablement?

The CLARITY Assessment™

In the CLARITY Assessment™ we focus on 7 key company objectives. Above, we touched on Customer Enablement, which is one of 5 categories related to the broader objective of Customer Relations: 

Customer Relations  

  • Customer Experience
  • Customer Service
  • Customer Retention
  • Customer Acquisition
  • Customer Enablement

Learning & Development  
Agile Operations  
Risk Management
Information Technology  
Technological Innovation  
Yield (Financial)  

For a deeper look, you’re invited to take the CLARITY Assessment™, to identify your priorities and highest ROI in your company’s own digital transformation journey.

Learn more here. Or if you’re ready to take the assessment, start here.

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