In retail, digital self-service refers to the use of technologies that enable customers to serve themselves—particularly post-purchase.
Digital self-service offers cost savings because it minimises the need to use store and contact center resources for common requests. Common technologies:
Interactive kiosks to browse products, place orders and make payments.
Mobile apps to browse products, create shopping lists and make purchases.
Virtual assistants, such as chatbots or voice-activated devices.
Self-checkout to scan and pay for purchases.