{"id":26181,"date":"2022-07-29T12:44:58","date_gmt":"2022-07-29T12:44:58","guid":{"rendered":"https:\/\/wegg.it\/?p=26181"},"modified":"2024-02-02T09:39:31","modified_gmt":"2024-02-02T09:39:31","slug":"self-service-digitale-i-vantaggi","status":"publish","type":"post","link":"https:\/\/wegg.it\/eng\/self-service-digitale-i-vantaggi\/","title":{"rendered":"Digital self-service: why it works"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"26181\" class=\"elementor elementor-26181\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-53e0c95 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"53e0c95\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-531edbf\" data-id=\"531edbf\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8bb2f54 elementor-hidden-mobile elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"8bb2f54\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\" id=\"Livello_1\" x=\"0px\" y=\"0px\" viewBox=\"0 0 92.25 92.25\" style=\"enable-background:new 0 0 92.25 92.25;\" xml:space=\"preserve\"><polygon points=\"90.25,2.93 90.25,88.84 1.41,0 0,1.41 88.84,90.25 2.93,90.25 2.93,92.25 92.25,92.25 92.25,2.93 \"><\/polygon><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5ee191b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5ee191b\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-2c6e3a6\" data-id=\"2c6e3a6\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-20926b3 elementor-widget elementor-widget-image\" data-id=\"20926b3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"534\" src=\"https:\/\/wegg.it\/wp-content\/uploads\/2022\/07\/claudio-schwarz-vj3nOtiX85Y--1024x683.jpg\" class=\"attachment-large size-large wp-image-26184\" alt=\"\" srcset=\"https:\/\/wegg.it\/wp-content\/uploads\/2022\/07\/claudio-schwarz-vj3nOtiX85Y--1024x683.jpg 1024w, https:\/\/wegg.it\/wp-content\/uploads\/2022\/07\/claudio-schwarz-vj3nOtiX85Y--300x200.jpg 300w, https:\/\/wegg.it\/wp-content\/uploads\/2022\/07\/claudio-schwarz-vj3nOtiX85Y--768x512.jpg 768w, https:\/\/wegg.it\/wp-content\/uploads\/2022\/07\/claudio-schwarz-vj3nOtiX85Y--1536x1025.jpg 1536w, https:\/\/wegg.it\/wp-content\/uploads\/2022\/07\/claudio-schwarz-vj3nOtiX85Y-.jpg 1587w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-025de72 elementor-widget elementor-widget-post-info\" data-id=\"025de72\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"post-info.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-8dd652e elementor-inline-item\" itemprop=\"datePublished\">\n\t\t\t\t\t\t<a href=\"https:\/\/wegg.it\/eng\/2022\/07\/29\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-date\">\n\t\t\t\t\t\t\t\t\t\t<time>July 29, 2022<\/time>\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a3e7748 elementor-widget elementor-widget-theme-post-title elementor-page-title elementor-widget-heading\" data-id=\"a3e7748\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"theme-post-title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Self-service digitale: perch\u00e9 funziona<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-71e4747 elementor-widget elementor-widget-text-editor\" data-id=\"71e4747\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<article><div class=\"l\"><div class=\"l\"><section><div class=\"kn lz oq or os\"><article><div class=\"l\"><div class=\"l\"><section><div class=\"is it iu iv iw\"><article><div class=\"l\"><div class=\"l\"><section><div class=\"is it iu iv iw\"><p id=\"dd49\" class=\"pw-post-body-paragraph la lb iz lc b ld le ka lf lg lh kd li lj lk ll lm ln lo lp lq lr ls lt lu lv is gb\" data-selectable-paragraph=\"\"><i>Perch\u00e9 le aziende dovrebbero ricorrere a <strong>piattaforme self-service digitali<\/strong> per i loro dipendenti e clienti: tutti i vantaggi e le sfide. <\/i><\/p><article><div class=\"l\"><div class=\"l\"><section><div class=\"is it iu iv iw\"><article><div class=\"l\"><div class=\"l\"><section><div class=\"is it iu iv iw\"><p id=\"0381\" class=\"pw-post-body-paragraph la lb iz lc b ld le ka lf lg lh kd li lj lk ll lm ln lo lp lq lr ls lt lu lv is gb\" data-selectable-paragraph=\"\"><em class=\"lw\">\u201cI feel the need, the need for speed\u201d.<\/em><\/p><p id=\"e18b\" class=\"pw-post-body-paragraph la lb iz lc b ld le ka lf lg lh kd li lj lk ll lm ln lo lp lq lr ls lt lu lv is gb\" data-selectable-paragraph=\"\">Siamo tutti dei\u00a0<strong class=\"lc ja\">Maverick.<\/strong><\/p><p id=\"f4a7\" class=\"pw-post-body-paragraph la lb iz lc b ld le ka lf lg lh kd li lj lk ll lm ln lo lp lq lr ls lt lu lv is gb\" data-selectable-paragraph=\"\">Qualunque persona vuole una cosa sola:\u00a0<strong class=\"lc ja\">una risoluzione veloce ai suoi problemi<\/strong>. Infatti l\u2019attributo pi\u00f9 importante della\u00a0<strong class=\"lc ja\">Customer Experience<\/strong>\u00a0\u00e8 \u201c<strong class=\"lc ja\"><em class=\"lw\">fast response times<\/em><\/strong>\u201d, secondo un report di SuperOffice. Questa esigenza \u00e8 anche alla base del fatto che l\u201981% delle persone cerca di risolvere le proprie esigenze in autonomia prima di\u00a0<strong class=\"lc ja\">rivolgersi ai canali ufficiali per assistenza e richiesta di servizi.<\/strong><\/p><p id=\"e7ef\" class=\"pw-post-body-paragraph la lb iz lc b ld le ka lf lg lh kd li lj lk ll lm ln lo lp lq lr ls lt lu lv is gb\" data-selectable-paragraph=\"\">Si cercano\u00a0<strong class=\"lc ja\">risposte con il<\/strong>\u00a0<strong class=\"lc ja\">minimo attrito<\/strong>: a nessuno piace dover attendere al centralino, allo sportello o dover rimandare la\u00a0<strong class=\"lc ja\">risoluzione del problema<\/strong>\u00a0all\u2019arrivo della\u00a0<strong class=\"lc ja\">mail di risposta alla propria richiesta<\/strong>. Se poi sono coinvolti pi\u00f9 dipartimenti, lo sforzo \u00e8 moltiplicato: i passaggi di uffici aumentano la\u00a0<strong class=\"lc ja\">latenza.<\/strong><\/p><p id=\"2d62\" class=\"pw-post-body-paragraph la lb iz lc b ld le ka lf lg lh kd li lj lk ll lm ln lo lp lq lr ls lt lu lv is gb\" data-selectable-paragraph=\"\">Le\u00a0<strong class=\"lc ja\">modalit\u00e0 di comunicazione verbali<\/strong>, inoltre, possono causare confusione: il cliente cerca di spiegarsi, ma non ha competenze sufficienti per circoscrivere esattamente il problema e se le risposte (e le richieste di chiarimento) sono asincrone i tempi di risoluzione\u00a0<strong class=\"lc ja\">possono essere veramente lunghi.<\/strong><\/p><p id=\"af57\" class=\"pw-post-body-paragraph la lb iz lc b ld le ka lf lg lh kd li lj lk ll lm ln lo lp lq lr ls lt lu lv is gb\" data-selectable-paragraph=\"\">Fornendo\u00a0<strong class=\"lc ja\">strumenti e risorse<\/strong>\u00a0per risolvere i problemi\u00a0<strong class=\"lc ja\">in modo autonomo<\/strong>, le persone si sentirebbero in una situazione di\u00a0<strong class=\"lc ja\">maggior controllo\u00a0<\/strong>nei confronti dei servizi richiesti, potendo usufruirne in\u00a0<strong class=\"lc ja\">maniera tempestiva<\/strong>.<\/p><h2 id=\"2baf\" class=\"lx ly iz bn lz ma mb mc md me mf mg mh lj mi mj mk ln ml mm mn lr mo mp mq mr gb\" data-selectable-paragraph=\"\"><strong class=\"ba\">Il self-service digitale \u00e8 la risposta<\/strong><\/h2><p id=\"bc37\" class=\"pw-post-body-paragraph la lb iz lc b ld ms ka lf lg mt kd li lj mu ll lm ln mv lp lq lr mw lt lu lv is gb\" data-selectable-paragraph=\"\">Un\u00a0<strong class=\"lc ja\">efficace canale di\u00a0<\/strong><a class=\"au mx\" href=\"https:\/\/medium.com\/catobistrategy\/the-united-kingdom-of-services-b6fbf090d907\" rel=\"noopener\"><strong class=\"lc ja\">self-service digitale<\/strong>\u00a0<\/a>permetterebbe di soddisfare pi\u00f9 velocemente le esigenze delle persone, riducendo al contempo\u00a0<strong class=\"lc ja\">i costi di erogazione del servizio<\/strong>. Vediamo quali sono i vantaggi:<\/p><ul><li id=\"1b30\" class=\"my mz iz lc b ld le lg lh lj na ln nb lr nc lv nd ne nf ng gb\" data-selectable-paragraph=\"\"><strong class=\"lc ja\">trasforma i centri di costo in centri di profitto<\/strong><\/li><\/ul><p id=\"a045\" class=\"pw-post-body-paragraph la lb iz lc b ld le ka lf lg lh kd li lj lk ll lm ln lo lp lq lr ls lt lu lv is gb\" data-selectable-paragraph=\"\"><br \/>Le funzioni<strong class=\"lc ja\">\u00a0di supporto e assistenza\u00a0<\/strong>(Customer Service, Assistenza Tecnica ecc.), nonch\u00e9\u00a0<strong class=\"lc ja\">i dipartimenti non direttamente produttivi<\/strong>\u00a0(HR, Facility ecc.) sono visti dalle aziende come\u00a0<strong class=\"lc ja\">centri di costo<\/strong>, con cifre in aumento negli ultimi anni.<\/p><p id=\"7649\" class=\"pw-post-body-paragraph la lb iz lc b ld le ka lf lg lh kd li lj lk ll lm ln lo lp lq lr ls lt lu lv is gb\" data-selectable-paragraph=\"\">Ma se i vantaggi legati\u00a0<strong class=\"lc ja\">all\u2019employee e alla customer satisfaction\u00a0<\/strong>non fossero sufficienti a giustificare la spesa \u2014 e qui tanti sbagliano, vista la\u00a0<strong class=\"lc ja\">retention<\/strong>\u00a0nel lungo periodo \u2014 ci sono altri elementi che le organizzazioni possono sfruttare del self-service per stabilire\u00a0<strong class=\"lc ja\">un vantaggio competitivo<\/strong>\u00a0e generare\u00a0<strong class=\"lc ja\">nuovi flussi di reddito.<\/strong><\/p><p id=\"d648\" class=\"pw-post-body-paragraph la lb iz lc b ld le ka lf lg lh kd li lj lk ll lm ln lo lp lq lr ls lt lu lv is gb\" data-selectable-paragraph=\"\">Uno di questi \u00e8 la\u00a0<strong class=\"lc ja\">capacit\u00e0 predittiva.<\/strong>\u00a0Invece di aspettare che le persone sollevino problemi, un canale self-service digitale permetterebbe di identificarli e risolverli prima che si presentino. Strumenti di\u00a0<strong class=\"lc ja\">monitoraggio e<\/strong>\u00a0<strong class=\"lc ja\">analisi predittiva<\/strong>\u00a0basati sull\u2019Intelligenza Artificiale possono raccogliere informazioni per avere\u00a0<strong class=\"lc ja\">consapevolezza in tempo reale<\/strong>\u00a0sulla situazione e sul contesto, identificare\u00a0<strong class=\"lc ja\">situazioni anomale<\/strong>\u00a0e modellare comportamenti di risposta automatici.<\/p><p id=\"31cc\" class=\"pw-post-body-paragraph la lb iz lc b ld le ka lf lg lh kd li lj lk ll lm ln lo lp lq lr ls lt lu lv is gb\" data-selectable-paragraph=\"\">Inoltre, una\u00a0<strong class=\"lc ja\">filiera \u201cdigitale\u201d<\/strong>\u00a0permette di innovare e personalizzare\u00a0<strong class=\"lc ja\">prodotti e servizi<\/strong>: viste che mostrano a colpo d\u2019occhio trend, problematiche ricorrenti, dati aggregati sull\u2019utente aiutano a definire strategie pi\u00f9 vicine alle esigenze delle persone.<\/p><ul><li id=\"ba82\" class=\"pw-post-body-paragraph la lb iz lc b ld le ka lf lg lh kd li lj lk ll lm ln lo lp lq lr ls lt lu lv is gb\"><strong class=\"lc ja\">offre un\u2019esperienza multicanale centralizzando e integrando sistemi diversi<\/strong><\/li><\/ul><p id=\"7644\" class=\"pw-post-body-paragraph la lb iz lc b ld le ka lf lg lh kd li lj lk ll lm ln lo lp lq lr ls lt lu lv is gb\" data-selectable-paragraph=\"\"><br \/>Una\u00a0<strong class=\"lc ja\">singola interfaccia di richiesta<\/strong>\u00a0\u2014 detta anche\u00a0<a href=\"https:\/\/wegg.it\/service-management-come-applicarlo-all-intera-azienda\/\"><strong class=\"lc ja\">SPOC (Single Point of Contact)<\/strong><\/a>\u00a0\u2014 ottimizza l\u2019experience vissuta. Le persone consultano un\u2019unica pagina digitale, accessibile da qualsiasi device in mobilit\u00e0 e 24\/7, per ottenere le\u00a0<strong class=\"lc ja\">informazioni, i servizi e le risoluzioni<\/strong>\u00a0di cui hanno bisogno.<\/p><p id=\"97d3\" class=\"pw-post-body-paragraph la lb iz lc b ld le ka lf lg lh kd li lj lk ll lm ln lo lp lq lr ls lt lu lv is gb\" data-selectable-paragraph=\"\">Tutto \u00e8 centralizzato e integrato nel\u00a0<strong class=\"lc ja\">back-end<\/strong>: la conoscenza relativa alle problematiche, le informazioni degli account, le attivit\u00e0 degli operatori, i sistemi aziendali (anche di funzioni diverse). Il digitale permette di\u00a0<strong class=\"lc ja\">standardizzare i flussi<\/strong>\u00a0dietro un\u00a0<strong class=\"lc ja\">catalogo di richieste di servizio.\u00a0<\/strong>FAQ, basi di conoscenza, chatbot e assistenti virtuali sono strettamente collegati e sono modi per\u00a0<strong class=\"lc ja\">diversificare l\u2019esperienza delle persone su pi\u00f9 canali<\/strong>\u00a0che sotto il cofano hanno lo stesso \u201cmotore\u201d.<\/p><ul><li id=\"37a0\" class=\"pw-post-body-paragraph la lb iz lc b ld le ka lf lg lh kd li lj lk ll lm ln lo lp lq lr ls lt lu lv is gb\"><strong class=\"lc ja\">riduce i costi operativi<\/strong><\/li><\/ul><p id=\"2e01\" class=\"pw-post-body-paragraph la lb iz lc b ld le ka lf lg lh kd li lj lk ll lm ln lo lp lq lr ls lt lu lv is gb\" data-selectable-paragraph=\"\">Una\u00a0<strong class=\"lc ja\">base di conoscenza integrata<\/strong>\u00a0al portale self-service potrebbe trasformare il self-service in una piattaforma di self-help in grado di supportare lo\u00a0<a class=\"au mx\" href=\"https:\/\/medium.com\/catobistrategy\/hai-un-problema-tecnico-al-pc-ci-pensa-il-bot-7667fe8017e9\" rel=\"noopener\"><strong class=\"lc ja\">shift-left<\/strong><\/a>, ovvero lo spostamento di ticket a sinistra (da livello 1 allo 0 del self-service), liberando cos\u00ec gli operatori per\u00a0<strong class=\"lc ja\">lavorare su problemi pi\u00f9 complessi.<\/strong><\/p><p id=\"b3f1\" class=\"pw-post-body-paragraph la lb iz lc b ld le ka lf lg lh kd li lj lk ll lm ln lo lp lq lr ls lt lu lv is gb\" data-selectable-paragraph=\"\">Immaginiamo che un cliente si rivolga al\u00a0<strong class=\"lc ja\">portale self-service dell\u2019IT<\/strong>\u00a0per scoprire come risolvere un problema comune con il suo portatile o con un\u2019applicazione. Potrebbe iniziare la sua interazione con\u00a0<strong class=\"lc ja\">un chatbot<\/strong>, per poi passare a un articolo fornito attraverso il collegamento del bot alla base di conoscenza intelligente, senza alcun bisogno\u00a0<strong class=\"lc ja\">dell\u2019intervento dell\u2019operatore<\/strong>.<\/p><p id=\"eed2\" class=\"pw-post-body-paragraph la lb iz lc b ld le ka lf lg lh kd li lj lk ll lm ln lo lp lq lr ls lt lu lv is gb\" data-selectable-paragraph=\"\">In caso di\u00a0<strong class=\"lc ja\">impossibilit\u00e0 di risoluzione<\/strong>, il portale ha gi\u00e0 registrato gli step dell\u2019utente, completando in automatico il ticket con le informazioni necessarie da indirizzare alla figura giusta: l\u2019operatore vede rapidamente i passaggi che l\u2019utente ha gi\u00e0 tentato attraverso il portale self-service e il contesto di richiesta e pu\u00f2 risolvere rapidamente il problema. Il digitale permette di\u00a0<strong class=\"lc ja\">collegare pi\u00f9 velocemente le richieste alle persone giuste<\/strong>\u00a0e di ridurre la confusione di una comunicazione verbale e poco strutturata.<\/p><p id=\"2080\" class=\"pw-post-body-paragraph la lb iz lc b ld le ka lf lg lh kd li lj lk ll lm ln lo lp lq lr ls lt lu lv is gb\" data-selectable-paragraph=\"\">Non solo il tempo di risoluzione \u00e8 pi\u00f9 rapido grazie alla documentazione chiara e all\u2019automazione, ma l\u2019utente pu\u00f2 anche ridurre i tempi di inattivit\u00e0 durante la risoluzione del problema. Tutto ci\u00f2 contribuisce a migliorare i risultati aziendali, soprattutto in caso\u00a0<strong class=\"lc ja\">di utenti interni<\/strong>.<\/p><p id=\"d44d\" class=\"pw-post-body-paragraph la lb iz lc b ld le ka lf lg lh kd li lj lk ll lm ln lo lp lq lr ls lt lu lv is gb\" data-selectable-paragraph=\"\">Secondo alcuni dati forniti da\u00a0<strong class=\"lc ja\">Easyvista,<\/strong>\u00a0un portale di supporto self-service permette di:<\/p><ul class=\"\"><li id=\"0d35\" class=\"my mz iz lc b ld le lg lh lj na ln nb lr nc lv nh ne nf ng gb\" data-selectable-paragraph=\"\">ridurre del 30% le chiamate di primo livello, con conseguente deflazione dei ticket<\/li><li id=\"6a05\" class=\"my mz iz lc b ld ni lg nj lj nk ln nl lr nm lv nh ne nf ng gb\" data-selectable-paragraph=\"\">migliorare il tempo di risoluzione del 20%<\/li><li id=\"5a5e\" class=\"my mz iz lc b ld ni lg nj lj nk ln nl lr nm lv nh ne nf ng gb\" data-selectable-paragraph=\"\">ottimizzare la gestione della conoscenza del 90%<\/li><\/ul><h2 id=\"90a7\" class=\"lx ly iz bn lz ma mb mc md me mf mg mh lj mi mj mk ln ml mm mn lr mo mp mq mr gb\" data-selectable-paragraph=\"\"><strong class=\"ba\">Non bastano obiettivi tecnici<\/strong><\/h2><p id=\"0532\" class=\"pw-post-body-paragraph la lb iz lc b ld ms ka lf lg mt kd li lj mu ll lm ln mv lp lq lr mw lt lu lv is gb\" data-selectable-paragraph=\"\">Tuttavia, per realizzare un portale self-service digitale che funziona non \u00e8 sufficiente <strong class=\"lc ja\">l\u2019aggiunta di chatbot o di tecnologie avanzate.\u00a0<\/strong>Deve essere implementato come\u00a0<a class=\"au mx\" href=\"https:\/\/wegg.it\/it-service-management-trasformazione-digitale\/\" target=\"_blank\" rel=\"noopener ugc nofollow\">parte di una strategia<\/a>\u00a0in cui deve essere determinato lo\u00a0<strong class=\"lc ja\">scopo ultimo del self-service<\/strong>\u00a0e l\u2019impatto che questo avr\u00e0\u00a0<strong class=\"lc ja\">sull\u2019esperienza complessiva<\/strong>\u00a0del cliente.<\/p><p id=\"7faa\" class=\"pw-post-body-paragraph la lb iz lc b ld le ka lf lg lh kd li lj lk ll lm ln lo lp lq lr ls lt lu lv is gb\" data-selectable-paragraph=\"\">\u00c8 qui che entra in gioco un concetto di \u201c<strong class=\"lc ja\">bellezza funzionale\u201d:<\/strong>\u00a0non \u00e8 bello solo quello che \u00e8 digitalmente accattivante (interfacce UX-friendly ecc) ma \u00e8 bello quello che funziona. E in questo caso quello che funziona, \u00e8 quello che permette alle persone di\u00a0<strong class=\"lc ja\">semplificare il raggiungimento dei loro obiettivi.<\/strong><\/p><p id=\"291e\" class=\"pw-post-body-paragraph la lb iz lc b ld le ka lf lg lh kd li lj lk ll lm ln lo lp lq lr ls lt lu lv is gb\" data-selectable-paragraph=\"\">Troppo spesso le aziende si limitano a trasporre sul digitale i loro\u00a0<strong class=\"lc ja\">processi di erogazione dei servizi<\/strong>\u00a0cos\u00ec come sono organizzati in analogico. Ma non si rendono conto che cos\u00ec facendo digitalizzano anche\u00a0<strong class=\"lc ja\">le inefficienze e le ridondanze<\/strong>. Per questo motivo, bisognerebbe fare un\u2019analisi dei processi di erogazione dei servizi a partire dalle esigenze delle persone coinvolte, identificando\u00a0<strong class=\"lc ja\">il percorso pi\u00f9 semplice e diretto\u00a0<\/strong>per raggiungerle.<\/p><p id=\"9d41\" class=\"pw-post-body-paragraph la lb iz lc b ld le ka lf lg lh kd li lj lk ll lm ln lo lp lq lr ls lt lu lv is gb\" data-selectable-paragraph=\"\">Solo cos\u00ec il digitale potr\u00e0 dare\u00a0<strong class=\"lc ja\">un valore aggiunto<\/strong>\u00a0ai servizi erogati dall\u2019azienda: diventa una\u00a0<strong class=\"lc ja\">semplificazione<\/strong>, la velocit\u00e0 che realmente mancava per ottenere subito risoluzioni a esigenze\/problemi.<\/p><\/div><\/section><\/div><\/div><\/article><\/div><\/section><\/div><\/div><\/article><\/div><\/section><\/div><\/div><\/article><\/div><\/section><\/div><\/div><\/article><\/div><\/section><\/div><\/div><\/article><p id=\"f7d7\" class=\"pw-subtitle-paragraph jw iy iz bn b jx jy jz ka kb kc kd ke kf kg kh ki kj kk kl km kn co\"><em>*L&#8217;articolo, a firma Camilla Bottin, \u00e8 stato originariamente pubblicato su <a href=\"https:\/\/medium.com\/catobistrategy\/digitale-e-servizi-self-service-%C3%A8-unaccoppiata-che-funziona-f27f36994bd0\" rel=\"dofollow\">Catobium. Il Magazine di Catobi.<\/a>\u00a0<\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-d4c0349\" data-id=\"d4c0349\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-54a6278 elementor-widget elementor-widget-text-editor\" data-id=\"54a6278\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Approfondimenti<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6dceb23 elementor-grid-1 elementor-posts--thumbnail-none elementor-grid-tablet-2 elementor-grid-mobile-1 elementor-widget elementor-widget-posts\" data-id=\"6dceb23\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;classic_columns&quot;:&quot;1&quot;,&quot;classic_columns_tablet&quot;:&quot;2&quot;,&quot;classic_columns_mobile&quot;:&quot;1&quot;,&quot;classic_row_gap&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:35,&quot;sizes&quot;:[]},&quot;classic_row_gap_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;classic_row_gap_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"posts.classic\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-posts-container elementor-posts elementor-posts--skin-classic elementor-grid\" role=\"list\">\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-42773 post type-post status-publish format-standard has-post-thumbnail hentry category-approfondimenti category-business-process-management category-data-driven-decision-making category-digital-experience category-digital-service-experience category-digitalizzazione-processi category-facilitare-adozione-digitale category-migliorare-processo-decisionale category-process-automation category-tecnologia-low-code tag-ai tag-digitalizzazione tag-ecosistema-digitale tag-gestione-dei-processi-aziendali tag-innovazione-it tag-integrazione-tecnologica tag-intelligenza-artificiale tag-mendix tag-ottimizzazione-dei-costi tag-piattaforma-low-code tag-sostenibilita-digitale tag-tecnologia-aziendale\" role=\"listitem\">\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h3 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/wegg.it\/eng\/scegli-oggi-dove-far-girare-le-applicazioni-ma-sarai-libero-di-cambiare-domani\/\" >\n\t\t\t\tScegli oggi dove far girare le applicazioni. Ma sarai libero di cambiare domani?\t\t\t<\/a>\n\t\t<\/h3>\n\t\t\t\t<\/div>\n\t\t\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-37925 post type-post status-publish format-standard has-post-thumbnail hentry category-business-process-management category-digitalizzazione-processi category-news tag-digitalizzazione-processi tag-low-code tag-no-code\" role=\"listitem\">\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h3 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/wegg.it\/eng\/accelerare-con-il-low-code-allevento-mendix-nella-sede-visa-cash-app-rb\/\" >\n\t\t\t\tAccelerare con il low-code: all&#8217;evento Mendix nella sede Visa Cash app RB\t\t\t<\/a>\n\t\t<\/h3>\n\t\t\t\t<\/div>\n\t\t\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-39783 post type-post status-publish format-standard has-post-thumbnail hentry category-approfondimenti category-business-process-management category-digital-service-experience category-migliorare-erogazione-servizi category-process-automation category-riduzione-attivita-manuali tag-automazione-2 tag-digitaltransformation tag-efficienza tag-flussidilavoro tag-gestioneserviziit tag-integrazioni tag-ipaas tag-itsm-2 tag-produttivitateamit tag-sicurezzaapi\" role=\"listitem\">\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h3 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/wegg.it\/eng\/itsm-e-integrazioni-esterne-gli-ostacoli-invisibili-che-rallentano-il-team-it\/\" >\n\t\t\t\tITSM e integrazioni esterne: gli ostacoli invisibili che rallentano il team IT\t\t\t<\/a>\n\t\t<\/h3>\n\t\t\t\t<\/div>\n\t\t\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-35926 post type-post status-publish format-standard has-post-thumbnail hentry category-approfondimenti category-asset-management category-riduzione-non-conformita category-riduzione-spesa-it category-spend-optimization tag-assistente-ai tag-copilot tag-licenze-microsoft tag-microsoft tag-microsoft-365 tag-sam tag-spend-optimization\" role=\"listitem\">\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h3 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/wegg.it\/eng\/m365-copilot-costi-benefici-nuovo-assistente-microsoft\/\" >\n\t\t\t\tCopilot per Microsoft 365: abbiamo ben chiari i costi e benefici?\u202f\t\t\t<\/a>\n\t\t<\/h3>\n\t\t\t\t<\/div>\n\t\t\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-25577 post type-post status-publish format-standard has-post-thumbnail hentry category-approfondimenti category-business-process-management category-digital-experience category-digital-service-experience category-digitalizzazione-processi category-migliorare-erogazione-servizi tag-business-process-management tag-digital-experience tag-digitalizzazione-processi tag-hr tag-servizi tag-servizi-hr\" role=\"listitem\">\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h3 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/wegg.it\/eng\/servire-i-dipendenti-digitalizzazione-servizi-hr\/\" >\n\t\t\t\tCome servire i dipendenti nel loro ciclo di vita aziendale\t\t\t<\/a>\n\t\t<\/h3>\n\t\t\t\t<\/div>\n\t\t\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-40460 post type-post status-publish format-standard has-post-thumbnail hentry category-approfondimenti category-business-process-management category-digital-experience category-digitalizzazione-processi category-process-automation tag-automazione-dei-processi tag-connettore-microsoft-graph tag-digitalizzazione-aziendale tag-integrazione tag-mendix tag-microsoft tag-microsoft-365 tag-piattaforma-low-code tag-processi-aziendali tag-sviluppo-agile\" role=\"listitem\">\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h3 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/wegg.it\/eng\/ecosistema-tecnologico-aziendale\/\" >\n\t\t\t\tDa mondi separati a squadra vincente: la perfetta integrazione tra Microsoft e Mendix\t\t\t<\/a>\n\t\t<\/h3>\n\t\t\t\t<\/div>\n\t\t\t\t<\/article>\n\t\t\t\t<\/div>\n\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-bc87895 elementor-hidden-mobile elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"bc87895\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7e6f41e\" data-id=\"7e6f41e\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-01244f8 elementor-widget elementor-widget-image\" data-id=\"01244f8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" data-src=\"https:\/\/wegg.it\/wp-content\/uploads\/2022\/04\/02-s-pattern02.png\" title=\"02-s pattern02\" alt=\"02-s pattern02\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" class=\"lazyload\" style=\"--smush-placeholder-width: 1655px; --smush-placeholder-aspect-ratio: 1655\/388;\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cb98fd6 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"cb98fd6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\" id=\"Livello_1\" x=\"0px\" y=\"0px\" viewBox=\"0 0 92.25 92.25\" style=\"enable-background:new 0 0 92.25 92.25;\" xml:space=\"preserve\"><polygon points=\"90.25,2.93 90.25,88.84 1.41,0 0,1.41 88.84,90.25 2.93,90.25 2.93,92.25 92.25,92.25 92.25,2.93 \"><\/polygon><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f32d69c elementor-widget elementor-widget-heading\" data-id=\"f32d69c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Vorresti offrire servizi digitali self-service?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a20b313 elementor-widget elementor-widget-heading\" data-id=\"a20b313\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">CONTATTACI PER APPROFONDIRE!<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fe88395 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"fe88395\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-372754d elementor-button-align-center elementor-widget elementor-widget-form\" data-id=\"372754d\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;step_next_label&quot;:&quot;Next&quot;,&quot;step_previous_label&quot;:&quot;Previous&quot;,&quot;button_width&quot;:&quot;100&quot;,&quot;step_type&quot;:&quot;number_text&quot;,&quot;step_icon_shape&quot;:&quot;circle&quot;}\" data-widget_type=\"form.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<form class=\"elementor-form\" method=\"post\" name=\"Contattaci per una consulenza\" aria-label=\"Contattaci per una consulenza\">\n\t\t\t<input type=\"hidden\" name=\"post_id\" value=\"26181\"\/>\n\t\t\t<input type=\"hidden\" name=\"form_id\" value=\"372754d\"\/>\n\t\t\t<input type=\"hidden\" name=\"referer_title\" value=\"Self-service digitale: perch\u00e9 funziona - WEGG\" \/>\n\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"queried_id\" value=\"26181\"\/>\n\t\t\t\n\t\t\t<div class=\"elementor-form-fields-wrapper elementor-labels-above\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-text elementor-field-group elementor-column elementor-field-group-name elementor-col-50 elementor-field-required\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-name\" class=\"elementor-field-label\">\n\t\t\t\t\t\t\t\tNome:\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<input size=\"1\" type=\"text\" name=\"form_fields[name]\" id=\"form-field-name\" class=\"elementor-field elementor-size-sm  elementor-field-textual\" required=\"required\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-text elementor-field-group elementor-column elementor-field-group-email elementor-col-50 elementor-field-required\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-email\" class=\"elementor-field-label\">\n\t\t\t\t\t\t\t\tCognome:\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<input size=\"1\" type=\"text\" name=\"form_fields[email]\" id=\"form-field-email\" class=\"elementor-field elementor-size-sm  elementor-field-textual\" required=\"required\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-email elementor-field-group elementor-column elementor-field-group-field_298f6a1 elementor-col-50 elementor-field-required\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-field_298f6a1\" class=\"elementor-field-label\">\n\t\t\t\t\t\t\t\tEmail aziendale:\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<input size=\"1\" type=\"email\" name=\"form_fields[field_298f6a1]\" id=\"form-field-field_298f6a1\" class=\"elementor-field elementor-size-sm  elementor-field-textual\" required=\"required\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-tel elementor-field-group elementor-column elementor-field-group-field_fa5f1b6 elementor-col-50\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-field_fa5f1b6\" class=\"elementor-field-label\">\n\t\t\t\t\t\t\t\tNumero di Telefono:\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t<input size=\"1\" type=\"tel\" name=\"form_fields[field_fa5f1b6]\" id=\"form-field-field_fa5f1b6\" class=\"elementor-field elementor-size-sm  elementor-field-textual\" pattern=\"[0-9()#&amp;+*-=.]+\" title=\"Sono accettati solo numeri e caratteri telefonici (#, -, *, ecc.).\">\n\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-text elementor-field-group elementor-column elementor-field-group-field_c83c665 elementor-col-50\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-field_c83c665\" class=\"elementor-field-label\">\n\t\t\t\t\t\t\t\tRuolo aziendale:\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<input size=\"1\" type=\"text\" name=\"form_fields[field_c83c665]\" id=\"form-field-field_c83c665\" class=\"elementor-field 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elementor-size-sm  elementor-acceptance-field\" required=\"required\" checked=\"checked\">\n\t\t\t\t<label for=\"form-field-field_687c4cc\">Ho preso visione dell'<a href=\"https:\/\/wegg.it\/privacy-policy\">informativa privacy<\/a> di WEGG e acconsento il trattamento dei miei dati.<\/label>\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-acceptance elementor-field-group elementor-column elementor-field-group-field_ea8ed71 elementor-col-100\">\n\t\t\t\t\t\t\t<div class=\"elementor-field-subgroup\">\n\t\t\t<span class=\"elementor-field-option\">\n\t\t\t\t<input type=\"checkbox\" name=\"form_fields[field_ea8ed71]\" id=\"form-field-field_ea8ed71\" class=\"elementor-field elementor-size-sm  elementor-acceptance-field\">\n\t\t\t\t<label for=\"form-field-field_ea8ed71\">Voglio rimanere in contatto con WEGG e ricevere contenuti gratuiti.<\/label>\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div 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scegliere le piattaforme giuste. <\/p>","protected":false},"author":8828,"featured_media":22832,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[14,25,24,111,114],"tags":[90,35,134],"class_list":["post-26181","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-approfondimenti","category-business-process-management","category-digital-service-experience","category-digitalizzazione-processi","category-migliorare-erogazione-servizi","tag-digitale","tag-digitalizzazione","tag-servizi"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Self-service digitale: perch\u00e9 funziona - WEGG<\/title>\n<meta name=\"description\" content=\"Il self-service digitale ha diversi vantaggi per le aziende: approfondiamo sfide e soluzioni per scegliere le 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