What is Self-service?
Self-service enables customers to complete tasks for themselves, without needing direct input from staff. Examples include: booking appointments online, submitting application forms or information, making payments, checking accounts etc. Self-service tasks are usually completed online using websites or tablet/smartphone apps, but also includes the use of automated telephone lines.
Why do it & what value does it add for customers?
What can go wrong?
Case Study – mhs homes