Capturing the Online Customer: Current and Future Investments in Self-Service

Table of Contents

• Table of Contents 2
• Index of Figures 2
• Introduction 3
• Defining Online Self-Service 6
• The Case for Online Self-Service 8
• The Effectiveness of Online Self-Service 11
• Self-Service Today 13
• All Self-Service Features are Not Created Equal 15
• Current Investments in Web-Based Self-Service 16
• Online Card Activation 17
• Credit Limit Increase and Balance Transfer 18
• FAQ 19
• Whats Next for Self-Service? 20
• Beyond FAQs 20
• Online Delinquency Curing 21
• Conclusion 26

Index of Figures

• Figure 1: Self-Service Features per Major issuer (list of features on page 6) 9
• Figure 2: Effectiveness of Issuers to Encourage Online Migration 12
• Figure 3: Prevalence Among Major Issuers of Specific Online Self-Services 14
• Figure 4: Issuer Investments in Web-Based Self Service 16