Customer Interaction

Order Form

    This individual Report We're Going to Need Stronger Glue: Social Self-Service Meets Legacy Customer Service is available for purchase. This Report is available to members of Mercator Advisory Group’s Customer Interaction Advisory Service. Please be advised that this Report is normally part of a research and advisory service that provides ongoing support throughout the year. As such, this Report contains significant depth of content that is selected for its strategic importance to our members. (For a description of these services, see our Advisory Services section).

    While the Report represents significant analyst time invested, there is no means of our ascertaining if it will fully meet your specific intended purposes. Typically, these Reports form the basis for future discussions with our clients where we are able to fine-tune additional information that we have gathered in the construction of the series of Reports (or locate new information rapidly due to our exclusive focus on gathering information in the payments industry) for specific member needs.

    Unfortunately, in fairness to our paying members, we are not able to offer this level of support for a single Report purchase. We will, however, credit any Research Document purchase against the future purchase price of the service should you become a member within 30 days of purchasing the document.

    The price for individual Report purchases is $2950 per document. 


    Use the form below to request this individual Report purchase or

    Click here for a fax-back order form




We're Going to Need Stronger Glue: Social Self-Service Meets Legacy Customer Service

New Research Provides Guidance on Social-Self Service and Multi-Channel Integration for FIs

We're Going to Need Stronger Glue: Social Self-Service
Meets Legacy Customer Service

Boston, MA. -- August 14, 2009 - Most Americans are amenable to automated self-service but the difficulty of providing a consistent quality experience to FI customer self-service continues to challenge the industry. In the face of today's low-cal IT budgets and rising number of options for accountholders, it is time for FI service leadership to take a hard look at what Web 2.0, web services and social self-service tools to improve customer satisfaction.

In a new report, We're Going to Need Stronger Glue: Social Self-Service Meets Legacy Customer Service, Mercator Advisory Group investigates the advantages of web services-based infrastructure, the emerging social self-service channel as employed by financial institutions and the challenges inherent in managing these new channels. The report examines the promise and threat of mobile devices that put multiple customer self-service options into a single device as financial institutions try to deliver a consistent accountholder experience.

"The temptation to employ social self-service options as enabled by Facebook and Twitter should not be given into lightly as, once in those waters, a graceful exit is difficult to engineer," George Peabody, Director of Mercator Advisory Group's Emerging Technologies Advisory Service and principal analyst on the report. "While a committed presence demonstrates a willingness to participate in today's Web 2.0, FIs are better off improving their existing support channels and their ability to smoothly move accountholders across customer support channels. This is getting more important as mobile devices put more options than ever into consumer hands."

Highlights of the report include:

  • The challenge of delivering a consistent customer self-service experience is growing as channels multiply on PCs and smartphones.

  • Automated self-service usage is increasing even among older demographics.Social self-service through the likes of Facebook, Twitter and Get Satisfaction remain in the early experimentation phase by FIs.

  • FIs frequently fail to use social self-service channels effectively - for both marketing and customer service - through tepid support or outright abandonment.

  • Incumbent architectures, economic conditions, and low-cal FI IT budgets, are conspiring against major upgrades and infrastructure consolidation.

  • Web services will provide opportunities to simplify customer self-service as well as increase the number of customer self-service touchpoints almost exponentially

An Exhibit included in this report:

This report contains 25 pages and 4 exhibits.

Companies and programs mentioned in this report include: Metavante, ACI Worldwide, Chordiant, Convergys, Genesys, Amdocs, Pega Systems, Nuance, Postilion, SoundBite Communications, Get Satisfaction, CoTweet, Waterfield Technologies, Worklight, SmartyPig, FaceBook, Twitter, PayPal, LiveOps, Yodlee.

Members of Mercator Advisory Group have access to these reports as well as the upcoming research for the year ahead, presentations, analyst access and other membership benefits. Please visit us online at

For more information and media inquiries, please call Mercator Advisory Group's main line: 781-419-1700 or send E-mail to

Mercator Advisory Group
is the leading independent research and advisory services firm exclusively focused on the banking and payments industries. We deliver pragmatic and timely research and advice designed to help our clients uncover the most lucrative opportunities to maximize revenue growth and contain costs. Our clients range from the world's largest payment issuers, acquirers, processors, and associations to leading technology providers.