Self-service need not involve technology or automation.Some modes of self-service are overwhelmingly popular with customers and others are not. It is very common to offer some type of high touch workaround that customers can eventually access.
Self-service price checks, checkout and payments at a retail location.
Fully automated small scale retail.
The end-to-end experience of shopping and ordering online.
Banking transactions such as transfers or withdrawals online or using an ATM.
Trading on a market such as a stock market online.
The process of buying an airline ticket, checking-in and checking your bags.
Buying a ticket for transport and scanning that ticket to board a bus, train or ferry.
Self-ordering and payment at restaurants.
Buffets and drink bars can be viewed as a type of self-service.
Choosing or finding your own seat.
Self-service check-in and check-out.
The ability to directly access amenities at a facility such as a hotel. For example, being able to go to the pool and access pool towels without assistance.
Subscribing for a service such as streaming media.
Canceling a service or order.
Being able to return a product without having to contact customer service.
Checking the status of an order, transaction or process online.
Access to a secure area or service using digital methods.
Voting booths are essentially self-service although people may be involved in validating your identity.
Automated passport control at a border crossing.
Parking and paying for parking without a valet or attendant.
Options to drop off and pickup deliveries to automated boxes.
The ability to complete an administrative task such as renewing your drivers license online.
Do-it-yourself assessments such as an app that assesses the flood risk at your home.
Unassisted tours and guides such as the headsets at a museum.
Renting an asset such as a car from an automated attendant.
Products that you need to assemble at home.
The ability to book, change or cancel an appointment online.
A system with no security that asks you to follow a rule. For example, a vegetable stand in the countryside where you leave payment in a box.
Streaming services that allow you to access media on demand.
Online content and other services such as chatbots that attempt to answer common customer service inquiries.
|Overview: Self Service|
Automation of customer service using interfaces that reduce interactions with human representatives.
Cost reductionLonger service hours and more functionality.Ability to expand physical presence to more locations.Reduced waiting time.Increased security.