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Self Service

Self-service refers to any task that a person accomplishes without the help of someone else. Although it can be understood in other contexts, this term is generally applied to commerce or retail industries. In this scenario, self-service describes the process of empowering customers to purchase something without the help of employees.

Today, self-service is a common part of everyday life. Grabbing a plate of food from a buffet, purchasing items through a self-checkout machine, or using an ATM are physical self-service tools. In contrast, chatbots, interactive voice response (IVR), and online banking apps are illustrations of digital self-service tools.

Other examples of self-service tools include:

  • FAQs (frequently asked questions)
  • Shipment tracking apps
  • BOPIS (buy online, pick up in-store)

There are many benefits associated with a self-service mindset:

  • Reduces the burden on customer service
  • Tasks can be accomplished at any time (24/7)
  • Provides a more consistent experience
  • Empowers customers and makes them feel valued
  • Saves time and streamlines daily tasks

As businesses strive to save on costs and increase efficiency, self-service systems will become even more popular in the future.

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