Self-service involves empowering customers to manage their accounts independently or find information and advice through a website, mobile app, chatbot, or automated call center. In self-service support, customers have access to knowledge bases, diagnostic tools, FAQs, forums, and other community support spaces. For example, a customer can manage their TV subscription settings or activate call forwarding on their phone line using self-service. Online banking also falls under the umbrella of self-service.<\/p>\n\n\n\n
This approach allows companies to reduce their customer support and management costs while providing a service valued by customers seeking autonomy, 24\/7 availability, and the avoidance of long phone wait times. However, the development of self-service tools can sometimes lead to a dehumanization of interactions and pose challenges to efficiency in handling complex questions or in-depth information searches. A small-scale case study would provide a concrete example illustrating the complementarity between self-service and human customer service.<\/p>\n","protected":false},"template":"","categories-glossary":[312],"class_list":["post-162772","dictionnaire-dico","type-dictionnaire-dico","status-publish","hentry","categories-glossary-crm-customer-relationship"],"_links":{"self":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/dictionnaire-dico\/162772","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/dictionnaire-dico"}],"about":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/types\/dictionnaire-dico"}],"wp:attachment":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/media?parent=162772"}],"wp:term":[{"taxonomy":"categories-glossary","embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/categories-glossary?post=162772"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}