Customer Self-Service: Offering superior customer experience

Definition of Customer Self-Service Software

Customer self-service software offers electronic support to customers. This helps customers to access information and gets online solutions without having to interact with a service or customer representative. Several organizations use the customer self-service software to give support on a 24*7 basis to their customers, visitors, and employees to access information.

After that, customer self-service software allows customers to manage their own service experience. Customer self-service has inbuilt capabilities and helps customers to resolve uses on their own. It assists customers to feel accomplished and pride when they come into contact with an organization that utilizes customer self-service software.

Customer Self-service software on the basis of deployment

1. Cloud Segment

Cloud segment dominates the customer self-service software market in 2019. Companies focus on upgrading their customer engagement operations by installing cloud-based architectures. This can facilitate data sharing across several functions.

Companies are specifically under strain to adapt to the rapid increase in call volumes in the midst of the COVID-19 pandemic. Therefore, installing AI-based virtual agents can help their customers. Cloud-based virtual agents can manage with the same intents as human agents, offer a conversational experience. This provides immediate and on-demand service, and offer automated support.

2. On-Premise segment

The on-premise deployment segment witness significant growth in the customer self-service software industry. On-premise deployment gives several advantages like simple customization of software as per the business processes of the client. The on-premise deployment ensures complete control and ownership to the customer.

Customer self-service software based on solution insights

1. Web self-service

The segment of web self-service dominates the industry with a major revenue share. On the basis of solutions, the market has been further divided into social media and community self-service, mobile self-service, web self-service, IVR & ITR, email management, intelligent virtual assistants, and others.

The increasing demand for digital support mechanisms can permit consumers and employees to self-help themselves by giving pertinent inputs and carry out routines tasks over the internet. This factor drives the demand for web self-service solutions in the next few years. Moreover, web self-service solutions make sure a smooth service experience for customers across several information channels.

2. Social media and community self-service

The segment of social media and community self-service expects to witness significant growth in the coming years. The increasing penetration of smartphones drives the growth of social media and the community self-service segment.

Moreover, the constant rollout of high-speed internet networks will also boost segment demand. Companies across the world are going through a transformation. Due to this, they widen the scope of their client service interactions to include digital channels like chat, virtual assistants, and social media. The COVID-19 restrictions and remote working setup were imposed to contain the spread of the Corona Virus. This also boosts the deployment of social media and community self-service solutions. Social media and community self-service solutions allow both customers and employees of a company to communicate through social media channels.

Benefits of Customer self-service software

1. Keep a record of all emails and requests from customers

The majority of customer requests are failed to be noticed. It is not possible to keep a record and you lose count of unanswered requests.

This could mean that you need customer self-service software, which effectively manages all customer requests. Each request is automatically given a different reference number. By giving a particular reference number, you can quickly research for a request to get a previous communication history and any other problems.

2. Accept every request with an automated reply

Let’s be practical – it’s not possible to solve every issue instantly. And customers don’t really expect that from you. However, customers do expect that you at least acknowledge them. For instance, you can tell them that you have received their request and that you are ready to address their problems.

With customer self-service software, you can create and send an automated reply for each request that you get. However, as per reliable online sources, just 10% of companies utilize automated replies.

3. Direct customer’s requests to the ideal person every time

Customer self-service software permits you to direct a request to the ideal person with accuracy and speed. You can customize your software to assign requests to the team members who can resolve them instantly.

Customer service software also permits you to re-allocate a request to your colleagues. They’ll get an alert with a full view of a customer profile and the problems they’ve come across. In this manner, customers can contact you only once and get the right solution without unnecessary forwarding.


In today’s world, customers prefer customer self-service over other forms of support. Customer self-service software allows you to manage the problems of customers without having to deploy individuals.

Based on deployment, customer self-service solution is divided between cloud and on-premise deployment. Based on solution outlook, the article explains web self-service and social-media & community self-service.