What is Customer Self-Service?
Customer self-service includes any method a customer might take to resolve their own problem before they reach out to a live agent. For example, a customer may search the company website for information, use a mobile app, call an IVR, utilize social media or try an automated SMS dialogue. Customers today are very self-sufficient due to the powerful mobile consumer technologies like smartphones and tablets that have become second-nature to them.
Self-service can be proactive as well as reactive – the power of predictive analytics makes it easier than ever before for companies to predict when a customer might need to schedule an appointment, order a prescription refill or transfer funds, and initiate the customer interaction via IVR or text.