LATEST INTELLIGENCE
WHY SELF-SERVICE IS ESSENTIAL FOR CUSTOMER WEB PORTALS
GUIDE AND STRATEGIES FOR CUSTOMER SELF-SERVICE
iIntroduction
Customers are becoming more self-sufficient and empowered than ever with immediate access to information wherever they are . Organizations are struggling to meet the increasing demands of their customers . This is why strategic customer experience leaders are turning to self-service customer portals . These customer portals are not only able to fulfill the modern customer ’ s need for autonomy , but also decrease the amount of effort support teams are required to invest in each customer interaction . However , many organizations may have a siloed technology stack that will prevent the implementation of integrated self-service strategies , leading to disjointed customer experiences . Here are the essential elements needed for customer service leaders to get the most out of their self-service portal implementations .
What is Self-Service ?
The term “ self-service ” originated from a retail grocer in 1917 when Clarence Saunders filed a patent for his “ self-serving store ”. Instead of compiling a list of goods for a clerk to retrieve , customers would collect the items they wanted to buy themselves and present them to a cashier before leaving . This concept has now evolved to describe digital experiences that empower users with the tools to find the information they need and have a better experience with the product or service , without the assistance of a service rep . p
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