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Web self-service is a form of customer support that is done electronically over the Internet without the aid of a customer support representative. This allows the user to perform routine tasks such as looking up relevant information or managing account information. This is done through a Web portal or an easy-to-use website that contains clear navigation cues and other pertinent information to help the customer navigate through the services easily.
Web self-service is an online facility that allows users to perform routine tasks over the Internet without the assistance of a support agent such as accessing information like bills, changing profile information or even doing basic troubleshooting for devices and services. When the specific users of a Web self-service portal are employees, this facility is called an employee self-service (ESS) portal, and they can often do things like check their own attendance, request resources, request vacation leaves and even file complaints without the need to contact the manager or an HR representative. If the Web self-service portal is meant to serve customers of a product or service, then this service is called a customer self-service (CSS) portal. Depending on the kind of product or service, customers can do things like checking the remaining balance of their data or mobile plan, paying bills, editing profiles and even accessing knowledge bases for troubleshooting and usage of a device or service.
The definitive feature of a Web self-service portal is the lack of a human agent who interacts with the user. This usually eliminates confusion and frustration on the user's end as he/she does not need to interact with someone. It can even help an organization save money and retain customers, depending on the quality of the portal.