Customer Self-Care Done Right!

On the second day of the TelesStrategies conference on Customer Self-Care and Customer Experience Management was a wonderful talk by cBeyond. They are a VoIP and It provider to SMBs in selected cities in the US. They REALLY provide self-care! User interfaces to allow the customers to do almost anything themselves. But what really set cBeyond apart was its approach to training their customers to use the self-care facilities. The first month after a customer signs up for service, they send out a CSR to the customer premises to train the customer on how to use the self-care interface! Then they give their CSRs a method of remotely controlling a computer on the customers' premises so that they can see what the customer is doing and help them - or even do it for them! Bravo cBeyond!