Home  · Customer Self-Service (2024)

FAQs

What is customer self-service? ›

Customer self service is used in all industries to help customers proactively serve themselves, leading to happier customers and reduced cost to serve. Learn how you can use customer self service to successfully promote your services and brand.

Self-service options range from online FAQ portals and communities to chatbots, kiosks, and knowledge centers. But no matter their form, self-service can significantly lower costs, reduce wait times, and improve employee experience—all while delivering a high-quality and convenient customer experience.

Self-service is over the phone, web, and email to facilitate customer service interactions using automation. Self-service software and self-service apps (for example online banking apps, web portals with shops, self-service check-in at the airport) become increasingly common.

Self-service is an approach where users are able to access resources to find solutions on their own. Modern service systems are intelligent and autonomous, providing top-quality guidance and support without requiring assistance from a human service representative.

It's a proactive approach to customer service that empowers customers and provides efficient, 24/7 support. But delivering quality self-service isn't easy. It requires understanding your customers' needs, crafting helpful resources, and making information easy to access.

Self-service is when customers can resolve an issue with a company on their own. This means more autonomy and speed in service. Understanding the concept in depth and creating solutions tailored to a business is critical for organizations to last in Industry 4.0.

A self-service system is customizable to meet each consumer's needs and requirements. This allows consumers to access information and services that are relevant to them, improving their experience. Consumers also have more autonomy to resolve issues on their own, which is a distinct advantage.

Self-service is a form of customer service where you provide online customer support as well as a virtual assistant without the help of a representative from your company., that greatly reduce the workload for your support team. Common self-serve options include FAQs, knowledge bases, and online community forums.

Self-service software is any tool that can empower your customers to access help resources and troubleshoot issues independently. These tools typically have features to allow you to include articles, tutorial videos, and chatbots in your support center, providing structured support across the customer journey.

What is self-service style? ›

Self-service is a type of waiter service that allows customers to serve themselves from a designated area or buffet. In this service style, the customers are responsible for serving themselves food and drinks, as well as clearing their own dishes and utensils.

According to Gartner, “Customer self-service and support is a blend of customer-initiated interaction technologies that are designed to enable customers to service themselves. It includes electronic records management systems, chat and knowledge bases.”

self-ser·​vice. ˈself-ˈsər-vəs. : the serving of oneself (as in a restaurant or gas station) with things to be paid for at a cashier's desk or by means of a mechanism that is operated by coins. self-service adjective.

With a self-service strategy, an organization can offer communications channels relevant to its customers and free up customer service agents for other tasks. Lower support costs. An effective self-service strategy lowers support costs for organizations, which can also benefit customers.

self-ser·​vice ˈself-ˈsər-vəs. : the serving of oneself (as in a restaurant or gas station) with goods or services to be paid for at a cashier's desk or by using a coin-operated mechanism or a credit or debit card.

Self-service lets users resolve problems without waiting for an agent's response and lightens the load on your customer support team. Examples include FAQ sections on websites, chatbots, help center blog forums, self-service account creation, password resetting, and interactive voice technology in call centers.

Self-service score (SSS) – for you, the easiest formula to calculate an SSS may be to divide the number of unique users that are interacting on the portal within a given period by the total number of tenants who escalate. This will give you a simple ratio as a benchmark from which to improve.