Evaluating Customer Self-service Solutions

2 min read

In today’s customer-centric world, it is crucial for an organization to track the feelings of its customers regarding its products, services, and experiences. Due to rapid growth in the number of customer self-service options, it is difficult to decide which channels best fit the preferences of the customers of a particular company. Self-service platforms should be cost-effective, swift, user-friendly, and secure.

Measuring Factors for Customer Experience

Ensuring positive customer experiences is essential for staying ahead of the competition in any industry. Choosing the right combination from an available range of solutions is a challenging task. NPS (Net Promoter Score), CES (Customer Effort Score), CSAT (Customer Satisfaction Score), churn rate, FCR (First Contact Resolution), AHT (Average Handle Time), and many other factors can be used to measure self-service success.

Businesses need to be alert and responsive in order to provide appealing customer self-service experiences. Customers demand quick responses across the many communication channels that are available. They expect quick replies over chat, e-mail, or social media—within minutes, an hour, or, in extreme cases, 24 hours. End users are often known to expect the greatest possible degree of customer satisfaction, something that may sometimes be beyond human capabilities.

Functions of Customer Self Service Solutions

Self-service solutions enable the creation of optimum customer service strategies—by combining the use of technology-based and human-based customer support, organizations can enhance the customer experience across the board. Improved access to customer support is an important advantage of customer self-service portals. The time spent by human customer support representatives on resolving customer queries can be reduced through short, educative conversations that inform customers of self-service processes, either through a simple walkthrough, the sharing of a link, or another similar method. This can save a lot of time, money, and effort in the long run.

While evaluating a customer self-service portal, users should consider the following points:

  • The portal should identify the top reasons for customer contacts and share the most relevant knowledge bases or FAQ sections that customers can refer to instead of contacting the support team directly.
  • It should use tutorials and screenshots to show where customers need to click in order to update or edit their user settings—videos or webcasts with step-by-step instructions can also be used.
  • The content on self-service support sites should be up to date, as it is not a ‘set it and forget it’ project. It is important for customers to be able to access helpful and relevant content whenever they need it.
  • The self-service portal should be easy to use. The customer self-service portal should include an easy-to-use search field option. The search field bar should present relevant search results. Tags and tag pages with specific keywords should be available in order to ease the search process further.
  • The portal should deliver consistency in customer experiences across all channels and allow customers to access it on the go. By ensuring that its self-service portal is mobile-friendly, a company can stand out against its competition by providing a superior customer experience to mobile users.
  • The various kinds of assisted service options, like e-mail, live chat, and phone support, have ambiguous returns on investment, and companies need to pay huge amounts of money to provide human-based customer service around the clock. Customer self-service software solutions should ensure that a majority of these costs are eliminated.


With the right customer self-service solutions, companies can reduce the time, money, and effort spent on customer care while ensuring superior customer satisfaction across channels. Therefore, companies should take the time they need to evaluate the numerous customer self-service solutions available in the market before choosing one that is best for them.

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