Learnings from the past year… the key to a successful Client Segmentation implementation is having a stellar self-service portal, which means that you need to have comprehensive and useful documentation presented in an easily digestible manner. Without this, you will never get the adoption you need to and as a result will never be able to completely implement a Client Segmentation model. This is often one of the biggest challenges of Client Segmentation – your customer should be able to find the answer to any question they may have previously asked via email or phone, and need to have what they need to do what they need to do at the tip of their fingertips.
A digestible response return is key – merely uploading gobs of information is not enough. If you take out the human factor of support, you need to inject a layer of intelligence into your response returns that provide context to your customer. Even if your return is highly technical, there should always be some of the “human factor” in your responses.