Rather than working with one of the company's customer service representatives, customers use self-service options to research and troubleshoot issues by themselves. Customer service has quickly become the next field to be affected by this trend as businesses are now offering customer self-service options that help people resolve product or service issues on their own.Ĭustomer self-service is proactive customer service that provides support for customers who want to find their own solutions. Grocery stores, retail outlets, and even movie theaters now offer self-service options that reduce customer roadblocks and improve brand experience. It's important to note that self-service options aren't isolated to just gas stations. The gas station saves money by not hiring extra employees, and the customer is happier because getting gas is a lot quicker. Gas stations offer this option because it's relatively easy and simple for people to operate the pumps. gas stations will offer self-service options where you must pump your own gas. Unless you live in New Jersey, think about a gas station. Self-service simply means that customers must complete an action or task on their own without assistance from a company employee. In this post, we'll break down what customer self-service is as well as how you can implement it on your company's website. These resources make it easier for customers, like me, to find solutions to issues in a manner that we prefer. This is where self-service options come in handy for your business. But if your customers don't want to talk to your customer service reps, how do you provide effective support for their problems? In fact, according to Nuance Enterprise, 67% of customers prefer to use self-service options instead of speaking with a company representative.

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