Browse Definitions :
What is an inbound call? What is call management?
Definition

customer self-service (CSS)

Customer self-service is a type of electronic support that allows end users to use technology to access information and perform routine tasks without requiring the assistance of a live customer service representative.

CSS offers end users with 24-hour-a-day support and immediate access to information without having to wait for a customer representative. Ultimately, the success of a customer self-service initiative depends upon the quality and quantity of information available and the ease with which it can be accessed.

A more controversial enterprise benefit of customer self-service is the ability it affords an organization to gather personal information about the people who use it. Tracking and analysis software may be used to create a pseudonymous profile of the user for research and targeted marketing purposes.

Once the technology is set up, a self-service interaction can cost much less than a similar transaction with a live customer service representative. Customer self-service technologies include:

Web self service - the customer can access information and perform routine tasks over the Internet by searching a knowledge base or reviewing an FAQ.
Interactive voice response - the customer can interact with an automated telephony system to perform specific tasks, such as reporting a power outage.
Apps - the customer can interact with a software program on a mobile device to carry out specific tasks, such as check an account balance or transfer funds from one bank account to another.
Kiosks - the customer can perform specific tasks such as checking in at an airport by interacting with a small physical structure that houses a computer and display screen.
Self-checkout - the customer can scan, bag, and pay for purchases without human assistance.

See also: customer experience management

 

This was last updated in August 2013
Networking
  • What is asynchronous?

    In general, asynchronous -- from Greek asyn- ('not with/together') and chronos ('time') -- describes objects or events not ...

  • What is a URL (Uniform Resource Locator)?

    A URL (Uniform Resource Locator) is a unique identifier used to locate a resource on the internet.

  • What is FTP?

    File Transfer Protocol (FTP) is a network protocol for transmitting files between computers over TCP/IP connections.

Security
CIO
  • What is data storytelling?

    Data storytelling is the process of translating complex data analyses into understandable terms to inform a business decision or ...

  • What is demand shaping?

    Demand shaping is an operational supply chain management (SCM) strategy where a company uses tactics such as price incentives, ...

  • What is data monetization?

    Data monetization is the process of measuring the economic benefit of corporate data.

HRSoftware
Customer Experience
  • What is Salesforce Commerce Cloud?

    Salesforce Commerce Cloud is a cloud-based suite of products that enable e-commerce businesses to set up e-commerce sites, drive ...

  • What is multichannel marketing?

    Multichannel marketing refers to the practice of companies interacting with customers via multiple direct and indirect channels ...

  • What is a contact center?

    A contact center is a central point from which organizations manage all customer interactions across various channels.

Close