Four steps to create a self-service web site that works

Marcy Goode @GoodeMarcy May 7, 2015

Pitney Bowes: a 95-year heritage of fostering commerce

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We clarified our mission: Pitney Bowes delivers accuracy and precision across the connected and borderless world of commerce by enabling billions of physical and digital transactions.

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Step 1: Alignment with call center operations & knowledge management is like clock work

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Digital Marketing

Call Center

Knowledge

US web support site utilization

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•  Utilization calculated via a percentage of hours spent conducting self help on web compared to related call center hours with agents.

•  In 2014, 37% of all hours were conducted as web self help, largely driven by significant January rate change.

•  2015 goal is 44%, or 19% higher YoY

rate change

parcel rate change

Step 2: Strategic platform(s) allow for a fast and easy global rollout

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Pitney Bowes will retire 8 platforms and launch this architecture across the globe over the next two years

Step 3: A consistent user experience (localized and translated) and SEO strategy across the globe

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Step 4: An adoption plan that addresses changing business rules, communications and onboarding plans

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•  New product communications drive clients to manage relationships online

•  Call center agents drive clients to the web to solve their problems

•  Invoices drive clients to the support site if they run into problems