Retail channel strategies: self-service online portals

Executive summary

In a nutshell

Ovum view

Key messages

Introduction

Self-service versus self-care

Benefits of online portals

Benefits for the service provider

Benefits for the consumer

Overcoming misconceptions of online portals

Common misconceptions

Self-service is not a foolproof way to reduce costs

Lack of human interaction limits the opportunity to develop relationships with customers

Self-service does not mean eliminating customer interactions entirely

Self-service is not a quick fix solution

Self-service will not be adopted by all customers

Best practice for self-service online portals

Meeting customer needs

The supermarket model

Verizon Wireless case study

Strategy

The solution

Conclusion

BT case study

Strategy

Solution

Conclusion

List of Figures

Figure 1: Screenshot of Verizon’s consumer self-service portal

Figure 2: Screenshot of BT’s consumer self-service portal