Browse Definitions :

BACKGROUND IMAGE: iSTOCK/GETTY IMAGES

This content is part of the Essential Guide: Customer service technologies revolutionize CX engagements
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

SearchSecurity

  • cybersecurity

    Cybersecurity is the protection of internet-connected systems, including hardware, software and data, from cyberattacks.

  • asymmetric cryptography (public key cryptography)

    Asymmetric cryptography, also called public key cryptography, uses a pair of numerical keys that are mathematically related to ...

  • digital signature

    A digital signature is a mathematical technique used to validate the authenticity and integrity of a message, software or digital...

SearchHealthIT

SearchDisasterRecovery

  • business continuity plan (BCP)

    A business continuity plan (BCP) is a document that consists of the critical information an organization needs to continue ...

  • disaster recovery team

    A disaster recovery team is a group of individuals focused on planning, implementing, maintaining, auditing and testing an ...

  • cloud insurance

    Cloud insurance is any type of financial or data protection obtained by a cloud service provider. 

SearchStorage

  • hard disk drive (HDD)

    A computer hard disk drive (HDD) is a non-volatile memory hardware device that controls the positioning, reading and writing of ...

  • byte

    In most computer systems, a byte is a unit of data that is eight binary digits long. Bytes are often used to represent a ...

  • network-attached storage (NAS)

    Network-attached storage (NAS) is dedicated file storage that enables multiple users and heterogeneous client devices to retrieve...

Close