{"id":52472,"date":"2026-04-20T15:41:55","date_gmt":"2026-04-20T15:41:55","guid":{"rendered":"https:\/\/digitionary.com\/glossary\/selfcare\/"},"modified":"2026-04-20T17:19:23","modified_gmt":"2026-04-20T17:19:23","slug":"selfcare","status":"publish","type":"glossary","link":"https:\/\/digitionary.com\/en\/glossary\/selfcare\/","title":{"rendered":"Selfcare"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">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<p class=\"wp-block-paragraph\">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},"excerpt":{"rendered":"<p>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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","meta":{"wds_primary_glossary-categories":0,"footnotes":""},"glossary-categories":[82],"glossary-tags":[],"class_list":["post-52472","glossary","type-glossary","status-publish","hentry","glossary-categories-crm-customer-relationship"],"_links":{"self":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary\/52472","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/types\/glossary"}],"author":[{"embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":0,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary\/52472\/revisions"}],"wp:attachment":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/media?parent=52472"}],"wp:term":[{"taxonomy":"glossary-categories","embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary-categories?post=52472"},{"taxonomy":"glossary-tags","embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary-tags?post=52472"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}