Customer Self Service

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What Does Customer Self Service Mean?

Customer self-service (CSS) is a process that facilitates users support via processes and methods in that don’t require the assistance of a customer service representative (CSR). CSS provides efficient 24/7/365 self support and efficient data access. Successful CSS modules depend on class complexity level, available data and access simplicity.

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It is mainly used in CRM (Customer Relationship Management) systems. ERM (Employee Management System) can also have CSS implemented for employees.

Techopedia Explains Customer Self Service

CSS application deployment is useful for several reasons, including cost reduction, which is the most critical, especially when contrasted with traditional CSR services conducted by phone, email or live chat.

The biggest downside is that many customers don’t view customer self service as support. There is a fine line between having a real self-service system and just a help section. There are times when customers simply want to deal with a live person regardless of whether they could solve the problem by themselves. Given this, demonstrating self service options while at the same time allowing access to CSRs is a critical factor in the success of both systems.

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Margaret Rouse
Editor

Margaret jest nagradzaną technical writerką, nauczycielką i wykładowczynią. Jest znana z tego, że potrafi w prostych słowach pzybliżyć złożone pojęcia techniczne słuchaczom ze świata biznesu. Od dwudziestu lat jej definicje pojęć z dziedziny IT są publikowane przez Que w encyklopedii terminów technologicznych, a także cytowane w artykułach ukazujących się w New York Times, w magazynie Time, USA Today, ZDNet, a także w magazynach PC i Discovery. Margaret dołączyła do zespołu Techopedii w roku 2011. Margaret lubi pomagać znaleźć wspólny język specjalistom ze świata biznesu i IT. W swojej pracy, jak sama mówi, buduje mosty między tymi dwiema domenami, w ten…