Customer Service Management  |  Self Service
By: Nhi Truong

What is Self-Service?

Self-service is described as the ability for users or customers to resolve issues independently. ServiceNow’s Self Service for Customer Service Management makes this possible by allowing organizations to consolidate resources for their users, helping them to find the information they need without the assistance of customer service personnel. Self-Service portals enable customers to seek out resolutions to their issues by providing a centralized hub for accessing information, submitting requests, and tracking the status of their inquiries. Incorporation of Self-Service into an organization’s customer service plan enhances efficiency and customer satisfaction.

Why do we use it?

Self-Service for Customer Service Management provides users with faster resolutions to their problems. Giving the customers access to the necessary problem-solving tools and resources allows businesses to streamline their support processes and reduce the workload on customer service teams. This both reduces customer wait time and enables organizations to allocate customer service personnel more strategically, improving overall efficiency.

What Self-Service Elements are available?

Service Catalog – Provides a list of IT and business services within an organization, allowing users to request these services on their own. Knowledge Base – A repository of information that provides users with searchable content to support them in resolving issues. Communities – Collaborative digital space that enables users to share information. Chat – Real-time communication platform that allows users to engage in instant messaging. Engagement Messenger – Facilitates real-time interactions between users and support teams.