Browse Definitions :
Definition

customer self-service (CSS)

Customer self-service is a type of electronic support that allows end users to use technology to access information and perform routine tasks without requiring the assistance of a live customer service representative.

CSS offers end users with 24-hour-a-day support and immediate access to information without having to wait for a customer representative. Ultimately, the success of a customer self-service initiative depends upon the quality and quantity of information available and the ease with which it can be accessed.

A more controversial enterprise benefit of customer self-service is the ability it affords an organization to gather personal information about the people who use it. Tracking and analysis software may be used to create a pseudonymous profile of the user for research and targeted marketing purposes.

Once the technology is set up, a self-service interaction can cost much less than a similar transaction with a live customer service representative. Customer self-service technologies include:

Web self service - the customer can access information and perform routine tasks over the Internet by searching a knowledge base or reviewing an FAQ.
Interactive voice response - the customer can interact with an automated telephony system to perform specific tasks, such as reporting a power outage.
Apps - the customer can interact with a software program on a mobile device to carry out specific tasks, such as check an account balance or transfer funds from one bank account to another.
Kiosks - the customer can perform specific tasks such as checking in at an airport by interacting with a small physical structure that houses a computer and display screen.
Self-checkout
- the customer can scan, bag, and pay for purchases without human assistance.

See also: customer experience management

 

This was last updated in August 2013

Start the conversation

Send me notifications when other members comment.

Please create a username to comment.

-ADS BY GOOGLE

File Extensions and File Formats

Powered by:

SearchCompliance

  • compliance audit

    A compliance audit is a comprehensive review of an organization's adherence to regulatory guidelines.

  • regulatory compliance

    Regulatory compliance is an organization's adherence to laws, regulations, guidelines and specifications relevant to its business...

  • Whistleblower Protection Act

    The Whistleblower Protection Act of 1989 is a law that protects federal government employees in the United States from ...

SearchSecurity

  • orphan account

    An orphan account, also referred to as an orphaned account, is a user account that can provide access to corporate systems, ...

  • voice squatting (skill squatting)

    Voice squatting is an attack vector for voice user interfaces (VUIs) that exploits homonyms (words that sound the same but are ...

  • WPA3

    WPA3, also known as Wi-Fi Protected Access 3, is the third version of the security certification program developed by the Wi-Fi ...

SearchHealthIT

SearchDisasterRecovery

  • business continuity policy

    Business continuity policy is the set of standards and guidelines an organization enforces to ensure resilience and proper risk ...

  • business continuity and disaster recovery (BCDR)

    Business continuity and disaster recovery (BCDR) are closely related practices that describe an organization's preparation for ...

  • warm site

    A warm site is a type of facility an organization uses to recover its technology infrastructure when its primary data center goes...

SearchStorage

  • cache memory

    Cache memory, also called CPU memory, is high-speed static random access memory (SRAM) that a computer microprocessor can access ...

  • enterprise storage

    Enterprise storage is a centralized repository for business information that provides common data management, protection and data...

  • disk array

    A disk array, also called a storage array, is a data storage system used for block-based storage, file-based storage or object ...

Close