{"id":8091,"date":"2022-12-07T13:55:09","date_gmt":"2022-12-07T13:55:09","guid":{"rendered":"https:\/\/zenloop1.wpengine.com\/en\/?p=8091"},"modified":"2025-11-03T07:24:07","modified_gmt":"2025-11-03T07:24:07","slug":"customer-self-service","status":"publish","type":"post","link":"https:\/\/www.zenloop.com\/en\/blog\/customer-self-service\/","title":{"rendered":"Self-Service Is the Future of Customer Experience"},"content":{"rendered":"<section         class=\"block-blogs  no-margin padding-bottom\" style=\"background-image:url('');color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\n\t\t <div class=\"col\">\n\t\t    <article id=\"post-8091\" class=\"post-8091 post type-post status-publish format-standard has-post-thumbnail hentry category-blog\">\n\t\t\t\t<div class=\"item-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"628\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/12\/221208-zenloop-Article-Header-Self-Service.jpg\" class=\"attachment-full size-full wp-post-image\" alt=\"self-service\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/12\/221208-zenloop-Article-Header-Self-Service.jpg 1200w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/12\/221208-zenloop-Article-Header-Self-Service-300x157.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/12\/221208-zenloop-Article-Header-Self-Service-1024x536.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/12\/221208-zenloop-Article-Header-Self-Service-768x402.jpg 768w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/div>\n\t\t\t\t<p>The value of customer self-service has been brought into the spotlight recently with the increasing demand for convenience, agility, and speed. 95% of companies have seen considerable growth in the number of customer requests for self-service options.<\/p>\n<p>Why is self-service so crucial for <a href=\"https:\/\/www.zenloop.com\/en\/blog\/customer-experience-hub\/\" target=\"_blank\" rel=\"noopener\">customer experience<\/a>? Why should you bother about it?<br \/>\nThis blog post is a well-packed guidebook on self-service. Learn why it\u2019s a backbone for your customer experience strategy, what self-services have a higher potential in <a href=\"https:\/\/www.zenloop.com\/en\/blog\/customer-satisfaction-guide\/\" target=\"_blank\" rel=\"noopener\">gaining satisfied customers<\/a>, and how to take a forward-looking approach to CX by optimizing your business with self-service. Enjoy the read.<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/p>\n<hr \/>\n<h2><span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span>Customer Self-Service: Why It Is Today\u2019s Beacon in CX<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/h2>\n<h3>What Is Customer Self-Service?<\/h3>\n<p>Customer self-service is an indispensable tool that empowers your customers to find answers, carry out tasks\/actions, and solve their issues on their own.<\/p>\n<p>It can be a user forum, question-answer portal, chatbot, or anything else that enables customers to address any specific matter themselves. For instance, Apple has recently created a Self Service Repair Store with repair manuals and the possibility to order the needed instruments and parts.<\/p>\n<h3>Advantages of Self-Led Experience<\/h3>\n<p>Customer-operated service management systems are highly beneficial for both your company and your customers.<\/p>\n<p>You can reach efficiency in resource allocation, cut expenses on support services, and boost revenues due to upselling and cross-selling, among other benefits.<\/p>\n<p>Since the new core strategy in marketing is customer-centricity, let\u2019s dwell on the following valuable advantages of self-service for customers:<\/p>\n<ul>\n<li><strong>Saved time<\/strong><br \/>\nFor example, 68% of consumers prefer using a chatbot because of the faster responses it provides.<\/li>\n<li><strong>Loyalty<br \/>\n<\/strong>Self-service influences the sense of loyalty, as stated by 59% of customers.<\/li>\n<li><strong>Empowerment and confidence<br \/>\n<\/strong>Customers feel empowered and confident when they troubleshoot problems and put two and two together without anyone else\u2019s help.<\/li>\n<li><strong>Met expectations<br \/>\n<\/strong>88% of US consumers expect organizations to have an online self-service portal.<\/li>\n<li><strong>Convenience and increased satisfaction overall<br \/>\n<\/strong><a href=\"https:\/\/www.zenloop.com\/en\/blog\/increase-customer-satisfaction\/\" target=\"_blank\" rel=\"noopener\">Increasing customer satisfaction<\/a> should be your top priority if you want to achieve success in business. That\u2019s when self-services become handy, as they prevent the feelings of disappointment and annoyance that normally appear when customers have to wait for too long.<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/li>\n<\/ul>\n<p>On top of that, such tools are highly convenient and available in real-time. What are those? See below.<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/p>\n<h2>Top 5 Customer Self-Service Examples to Enhance CX<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/h2>\n<p>Grab the list of the best self-services that will dominate the future of customer experience:<\/p>\n<h3>1. FAQ page and knowledge base<\/h3>\n<p>FAQs and knowledge bases are the most common examples of self-service in action. What\u2019s the difference between the two?<\/p>\n<ul>\n<li><strong>FAQ page<\/strong><br \/>\nThe Frequently Asked Questions page is a simplistic self-serve option that gives laconic answers (can be a couple of sentences only) to the most typical inquiries. In most cases, it\u2019s rather aimed at potential customers who get their concerns addressed in the quickest and briefest way.<\/li>\n<li><strong>Knowledge base<\/strong><br \/>\nThe knowledge base is an extensive self-serve \u201clibrary\u201d or a hub that contains in-depth articles, documentation, and answers to all W-questions. It has longer info pages with every possible detail about your business and products. Knowledge bases may also include exhaustive how-to guides or video tutorials.<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/li>\n<\/ul>\n<p><em>\u201cHaving both a FAQ page and a knowledge base is a win-win solution for both you and your customers,\u201d<\/em> emphasizes Anthony Martin, Founder and CEO of <a href=\"http:\/\/choicemutual.com\/\" target=\"_blank\" rel=\"dofollow noopener\">Choice Mutual<\/a>.<\/p>\n<p><em>\u201cAt the very start of ChoiceMutual, we had only the Frequently Asked Questions page. Later, we added a Glossary of Terms, Video Learning Center, and Quote calculator for price-related queries. All materials were adjusted in accordance with the demands and desires of our website users and collected in the Tools &amp; Support category. Such a combination of self-service variants allowed us to increase the user satisfaction rate by 36%,\u201d<\/em> Anthony shares.<\/p>\n<p>As many as 91% of customers confess they would gladly peer into the knowledge base, if it were available and tailored to their needs.<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/p>\n<h3>2. Automated help desk<\/h3>\n<p>By automating help desks, you can obtain immense self-service capabilities.<br \/>\n<a href=\"https:\/\/www.zenloop.com\/en\/partners\/zendesk\/\" target=\"_blank\" rel=\"noopener\">Zendesk<\/a>, for example, one of the pioneers of customer service tools, offers an all-in-one help desk with a knowledge base, automated ticketing system, pre-written responses, and more solutions. It ensures fast quality support to meet customers\u2019 expectations which is one of the <a href=\"https:\/\/www.zenloop.com\/en\/blog\/customer-satisfaction-hub\/\" target=\"_blank\" rel=\"noopener\">factors that drive customer satisfaction<\/a>.<\/p>\n<p>You can also consider some other help desks that prioritize automation: <a href=\"https:\/\/www.zenloop.com\/en\/partners\/freshdesk\/\" target=\"_blank\" rel=\"noopener\">Freshdesk<\/a>, Grove, <a href=\"https:\/\/www.zenloop.com\/en\/partners\/salesforce\/\" target=\"_blank\" rel=\"noopener\">Salesforce<\/a> Service Cloud, etc.<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/p>\n<h3>3. Interactive terminal or kiosk<\/h3>\n<p>As customers crave a more user-friendly, engaging, and convenient environment for interacting with brands, the interactive kiosk market has been on the rise. The forecast for it is a 5.56% CAGR surge during 2021\u20132026.<\/p>\n<p>The following self-help technologies are sought after:<span class=\"\" style=\"display:block;clear:both;height: 0px;margin-top: -10px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/p>\n<ul>\n<li>Booking and ticketing kiosks<\/li>\n<li>QR code menus or digital menu boards<\/li>\n<li>Check in\/out stations at hotels<\/li>\n<li>Do-it-yourself (DIY) checkouts, etc.<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/li>\n<\/ul>\n<p>McDonalds\u2019 was among the first ones to say goodbye to cashiers and welcome DIY kiosks instead. This decision not only brought monetary benefits but also changed the customer experience game for the brand by <a href=\"https:\/\/www.zenloop.com\/en\/blog\/touchpoints-identify-and-improve\/\" target=\"_blank\" rel=\"noopener\">improving customer journey touchpoints<\/a> with higher speed and accuracy in ordering, as well as a decrease in social pressure.<br \/>\nPerhaps that\u2019s why 65% of diners would visit a restaurant more often if it had a self-service kiosk, whereas 79% of consumers plan to continue or increase their usage of self-checkouts post-pandemic.<\/p>\n<p>According to Jim Pendergast, Senior Vice President of <a href=\"http:\/\/altline.sobanco.com\/\" target=\"_blank\" rel=\"noopener\">altLINE Sobanco<\/a>, <em>\u201cCustomer experiences have been majorly influenced by self-services in online banking as well. The brightest example is an assisted self-service terminal (ASST) that increases operational efficiency, boosts security of operations, and takes off the pressure of standing in queues.<\/em><\/p>\n<p><em>In the age of social distancing, FinTech companies seek to combine the efficiency of self-servicing processes with a personal touch. That\u2019s why they enable a virtual presence of an assistant whenever required \u2013 a customer calls for a teller, only if any assistance is needed.\u201d<\/em><\/p>\n<p>NCR, a software provider for digital banking, reported a month-to-month growth in the use of ASSTs from 11,000 to 17,000 transactions.<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/p>\n<h3>4. Chatbot<\/h3>\n<p>Intelligent chatbots help companies bring <a href=\"https:\/\/www.zenloop.com\/en\/blog\/the-many-facets-of-customer-engagement\/\" target=\"_blank\" rel=\"noopener\">customer engagement<\/a> to the next level. Actually, they drive over 80% of it.<\/p>\n<p>Chatbots are widely applied as trendy solutions in <a href=\"https:\/\/www.zenloop.com\/en\/resources\/retention-marketing-how-companies-attract-and-hold-regular-customers\/\" target=\"_blank\" rel=\"noopener\">retention marketing<\/a>, as they provide convenience and leave customers satisfied with 24\/7 availability, direct access, and faster replies. Not to mention that a chatbot alone can help reduce costs on customer support services by up to 30%.<\/p>\n<p>The majority of virtual chatbots are messaging apps that are based on machine learning (ML) patterns and artificial intelligence (AI).<\/p>\n<p><em>\u201cIf we talk about chatbots powered by conversational AI and natural language processing (NLP), the Google-Amazon-Apple trio has made self-service the new norm of today\u2019s digital era with their Google Assistant, Alexa, and Siri, correspondingly,\u201d<\/em> Logan Mallory, VP of <a href=\"http:\/\/motivosity.com\" target=\"_blank\" rel=\"noopener\">Motivosity<\/a>.<\/p>\n<p><em>\u201cThey have revolutionized the CX industry already and are now guiding businesses toward Conversational User Experience (CUX). It enables customers to have human-like conversational interactions with a chat or voice-based interface that mimics human language.<\/em><br \/>\n<em>Conversational self-service over the phone is virtually a new go-to, as it helps solve customers\u2019 problems without human intervention,\u201d<\/em> Logan notes.<\/p>\n<p>To substantiate Jesse\u2019s thought, here\u2019s the last example that features one of the types of conversational self-service.<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/p>\n<h3>5. Interactive voice response (IVR)<\/h3>\n<p>An IVR is a speech recognition telephony system that identifies, segments, and redirects callers to a proper agent or finds the solution without the agent\u2019s help. It wipes out waiting times for customers, eliminates disjointed conversations, and reduces the workload on support agents.<\/p>\n<p>Amidst COVID-19, an interactive voice response system can be used as a beneficial tool for self-service in the healthcare industry: for getting information about symptoms, self-monitoring, or lab results tracking, in particular.<\/p>\n<p>Remarkably, the global market of IVRs is predicted to reach $6.7 billion by 2026 with a CAGR rate of 7.9%.<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/p>\n<h2>How to Optimize Your Business with Customer Self-Service<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/h2>\n<p>As a matter of fact, 77% of web users believe that poor self-service is even worse than none of it at all. That\u2019s why proper implementation of a self-service system is significant. The below tips are going to help you do it correctly:<\/p>\n<ul>\n<li><strong>Put it on a visible place<\/strong><br \/>\nLet it be noticeable and accessible. Place it in front of your customers\u2019 eyes.<\/li>\n<li><strong>Take advantage of guided self-service<\/strong><br \/>\nExplain how to use it before the interaction starts or guide the user throughout the way switching from a fully to partially (guided) self-led experience. Check how <a href=\"https:\/\/www.zenloop.com\/en\/blog\/customer-experience-management\/\" target=\"_blank\" rel=\"noopener\">IKEA drives better customer experiences with guided self-service<\/a>.<\/li>\n<li><strong>Build an escape route<\/strong><br \/>\nMake it simple for users to end their self-servicing journey at any stage without having to click too many times.<\/li>\n<li><strong>Test, collect customer feedback, and improve<\/strong><br \/>\nIs it easy for your customers to find all the necessary information on their own?<br \/>\nHow do you know that without asking them?<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/li>\n<\/ul>\n<p>Test your self-service solution and <a href=\"https:\/\/www.zenloop.com\/en\/blog\/feedback-software\/\" target=\"_blank\" rel=\"noopener\">capture customer feedback<\/a>. For example, you can use a post-checkout QR code for that. Feedback collection software and surveys can also help you <a href=\"https:\/\/www.zenloop.com\/en\/blog\/measuring-customer-satisfaction\/\" target=\"_blank\" rel=\"noopener\">measure the satisfaction rate<\/a> and make the necessary improvements afterward. To boost customer satisfaction further, explore our curated list of the\u00a0<a class=\"reset interactable cursor-pointer decoration-1 underline-offset-1 text-super hover:underline font-semibold\" href=\"https:\/\/www.zenloop.com\/en\/blog\/what-are-the-5-best-voice-of-customer-tools-in-2025-how-is-feedback-collected-understood-and-used\/\" target=\"_blank\" rel=\"nofollow noopener\"><span class=\"text-box-trim-both\">best VOC solutions for customer loyalty<\/span><\/a>\u00a0to find tools that power continuous feedback and CX excellence.<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/p>\n<h2>Stepping Into the Future With Customer Self-Service for Better Customer Experience<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/h2>\n<p>Without exaggeration, self-service can guarantee you perfect customer experiences literally on autopilot. Only in case you know how to implement it wisely.<\/p>\n<p>Such self-serve variants as FAQ pages, knowledge bases, automated help desks, interactive kiosks, chatbots, and IVRs are the best on-demand tools that can help you cultivate <a href=\"https:\/\/www.zenloop.com\/en\/blog\/customer-loyalty-with-customer-orientation\/\" target=\"_blank\" rel=\"noopener\">customer loyalty<\/a> and build more productive and efficient relationships with your audience.<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/p>\n\t\t\t\t<div class=\"item-links item-socials\" style=\"margin-top: 40px;margin-bottom:40px;\">\n        \t\t\t<ul class=\"list-inline\">\n          \t\t\t\t<li class=\"list-inline-item\" style=\"margin-right: 10px\">\n            \t\t\t\t<a href=\"https:\/\/www.linkedin.com\/shareArticle?mini=true&amp;url=https:\/\/www.zenloop.com\/en\/resources\/retention\/revenue-through-analyzing-customer-satisfaction&amp;title=Analyze%20Customer%20Satisfaction%20and%20Generate%20more%20Revenue\" target=\"_blank\">\n              \t\t\t\t\t<img decoding=\"async\" src=\"\/wp-content\/themes\/toast\/assets\/images\/linkedin4.svg\" alt=\"\" height=\"32\">\n            \t\t\t\t<\/a>\n          \t\t\t\t<\/li>\n          \t\t\t\t<li class=\"list-inline-item\" style=\"margin-right: 10px\">\n            \t\t\t\t<a href=\"https:\/\/www.facebook.com\/share.php?u=https:\/\/www.zenloop.com\/en\/resources\/retention\/revenue-through-analyzing-customer-satisfaction\" target=\"_blank\">\n              \t\t\t\t\t<img decoding=\"async\" src=\"\/wp-content\/themes\/toast\/assets\/images\/facebook4.svg\" alt=\"\" height=\"32\">\n            \t\t\t\t<\/a>\n          \t\t\t\t<\/li>\n          \t\t\t\t<li class=\"list-inline-item\">\n            \t\t\t\t<a href=\"https:\/\/twitter.com\/home?status=Analyze%20Customer%20Satisfaction%20and%20Generate%20more%20Revenue - https:\/\/www.zenloop.com\/en\/resources\/retention\/revenue-through-analyzing-customer-satisfaction\" target=\"_blank\">\n              \t\t\t\t\t<img decoding=\"async\" src=\"\/wp-content\/themes\/toast\/assets\/images\/twitter4.svg\" height=\"32\">\n           \t\t\t\t\t<\/a>\n         \t\t\t\t <\/li>\n       \t \t\t\t<\/ul>\n      \t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t<hr>\n\t\t\t\t\t\t\t\t<div class=\"author-wrapper row grid\" style=\"grid-template-columns: 1fr 3fr; margin-top: 4rem;\">\n\t\t\t\t\t<div class=\"author-image\">\n                    \t<img loading=\"lazy\" decoding=\"async\" width=\"2457\" height=\"2457\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/12\/204823066-eb00a085-5a94-4478-9605-6a92e32c7207.jpeg\" class=\"attachment-full size-full wp-post-image\" alt=\"\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/12\/204823066-eb00a085-5a94-4478-9605-6a92e32c7207.jpeg 2457w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/12\/204823066-eb00a085-5a94-4478-9605-6a92e32c7207-300x300.jpeg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/12\/204823066-eb00a085-5a94-4478-9605-6a92e32c7207-1024x1024.jpeg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/12\/204823066-eb00a085-5a94-4478-9605-6a92e32c7207-150x150.jpeg 150w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/12\/204823066-eb00a085-5a94-4478-9605-6a92e32c7207-768x768.jpeg 768w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/12\/204823066-eb00a085-5a94-4478-9605-6a92e32c7207-1536x1536.jpeg 1536w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/12\/204823066-eb00a085-5a94-4478-9605-6a92e32c7207-2048x2048.jpeg 2048w\" sizes=\"auto, (max-width: 2457px) 100vw, 2457px\" \/>  \n                  \t<\/div>\n\t\t\t\t\t<div class=\"author-body\" style=\"margin: auto 0;\">\n         \t\t\t \t<h3 style=\"margin-bottom: .3rem;\">Roman Shyvdun<\/h3>\n\t\t\t  \t\t\t<p style=\"margin: 0;\">Roman Shvydun is a freelance writer. He writes informative articles about marketing, business, productivity, workplace culture, etc. During 10+ years of content creation experience, his articles have helped numerous entrepreneurs to scale up their businesses.<\/p>\n        \t\t\t<\/div>\n\t\t\t\t<\/div>\t\n\t\t\t\t\t\t\n\t\t    <\/article>\t\t\t\t\n\t    <\/div>\n\t\t\n\t\t\n\t\n\t\t\n\t<\/div>\n<\/section>","protected":false},"excerpt":{"rendered":"","protected":false},"author":12,"featured_media":8194,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"inline_featured_image":false,"footnotes":""},"categories":[21],"tags":[],"class_list":["post-8091","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.6 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Customer 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