Self-service is the same as the customer relations term for selfcare.
Selfcare enables customers to get the right information at the right time on their own with automated responses.
Instead of waiting ages for an answer, customers receive an almost instant and relevant response from speech synthesis or a bot.
A “Smart” Interactive Voice Response system makes selfcare possible. There are several advantages to selfcare services:
Reduced waiting time on the phone for customers.
Reduced call queues.
Agents spend more time on “complex” queries.
Personalized customer experience.