Customer self-service

Customer self-service refers to the practice of providing customers with tools, resources, and information that enable them to find solutions to their problems independently, without the need for direct interaction with a customer support representative.

Example use cases

Some common use cases for customer self-service include:

  • FAQ pages and knowledge bases that provide answers to common questions and issues.
  • Online communities and forums where customers can share tips, insights, and advice with each other.
  • Interactive tutorials and walkthroughs that guide customers through common tasks and workflows.
  • Chatbots and virtual assistants that can answer simple questions and provide basic support.

Key benefits

  • Improved customer satisfaction
  • Reduced support costs
  • Increased efficiency