What is customer self-service?
Customer Self-Service (CSS) is a process that enables users to be assisted by processes and methods that do not require the assistance of a Customer Service Representative (CSR). CSS offers efficient 24/7/365 self-support and efficient data access. Successful CSS modules depend on the complexity of the class, the data available, and the ease of access.
It is mainly used in CRM (Customer Relationship Management) systems. ERM (Employee Management System) can also have CSS implemented for employees.
The deployment of CSS applications is useful for several reasons, including cost reduction, which is most important, especially when contrasted with traditional CSR services which are done over the phone, email or live chat.
The biggest downside is that many customers don't see customer self-service as support. There's a fine line between a true self-service system and just a help section. There are times when customers just want to deal with a living person regardless of whether they could solve the problem on their own. Against this background, it is a decisive factor for the success of both systems to demonstrate self-service options and at the same time enable access to CSRs.