Self-Service

A self-service solution is a system or service that allows customers or employees to perform various tasks themselves that would traditionally require help from the business’ technical staff or customer service.

For example, a self-service solution can provide support where customers can find answers to frequently asked questions and open support cases, or make it possible to change personal information and access previous orders and delivery status. But it can also be used internally within an organisation, for example for HR self-service where employees can view payslips, update personal information or request holidays.

A self-service solution is essential for anyone with a subscription service or a large customer base, as it enables consumers to easily manage their subscriptions themselves. In addition, a self-service solution can act as an additional sales channel where customers can purchase products or services directly through the platform.

The need to implement or expand self-service options arises if a company wants to improve efficiency, reduce costs and enhance the user experience.

In large organisations with many employees and customers, self-service can minimise bottlenecks by giving everyone access to information and tools without having to contact IT support or customer service. This is particularly valuable in complex environments where quick access to data and the ability to perform tasks independently is crucial.

Self-service also reduces errors by automating processes and ensuring information is updated in real-time.

Self-service becomes indispensable when a company wants to optimise work processes, improve customer satisfaction or give employees the tools they need to work more independently.