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Customer self-service, CSS for short, is a strategy and technology that enables customers to obtain information, make inquiries and solve problems independently, without direct contact with a service representative. This can be done via various digital channels such as websites, apps, or Self-service portals take place.
The idea of customer self-service was born from the need to increase efficiency in customer service while increasing customer satisfaction. With digitization and advancements in information technology, the options for CSS have expanded significantly, giving customers 24/7 access to self-service options.
In industrial companies, customer self-service takes place primarily in the form of digital spare parts catalogs, B2B dealer portals and Self-service portals. These allow customers to identify spare parts, place orders, and track the status of their inquiries without relying on the help of customer service agents.
The main benefits of customer self-service include reducing customer service workload, speeding up processing times for customer inquiries, and an overall improved customer experience. Customers appreciate the flexibility and efficiency that comes with being able to resolve issues independently and at any time of day.
One challenge when using customer self-service systems is ensuring an intuitive and user-friendly interface that meets all customer needs. It is also necessary to ensure that the information provided is up-to-date and accurate to avoid frustration. One solution for this is the use of digital Self-service assistants, which are supported by artificial intelligence and can process complex customer inquiries.
A specific example of the use of customer self-service in industry is a manufacturer of construction machinery that offers its customers access to a digital spare parts catalog via an online portal. This allows customers to quickly find the spare part they require, check availability and place orders directly.
Customer self-service offers industrial companies and their customers significant benefits through increased efficiency and improved customer satisfaction. The challenge is to make the systems as user-friendly and informative as possible.