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Customer Service vocabulary · Support Tools & Self-Service

Self-service

Meaning in customer service, with examples

nounCommon term

In customer service, self-service means: Ways for customers to find answers and complete tasks on their own, without contacting an agent, such as FAQs, help centres and online forms.

In Turkish: self servis, kendi kendine hizmet, self servis kanalı

How it is used

Common phrases: self-service portal, self-service options, self-service channel. Companies invest in self-service to reduce simple calls; customers can, for example, track orders, change addresses or download invoices themselves.

Example sentences

  1. Most customers now change their address through the self-service portal.

  2. We added self-service returns, and calls about returns fell by a third.

Common collocations

  • self-service portal
  • self-service options
  • self-service channel
  • self-service returns
  • FAQFrequently asked questions: a list of common customer questions with short answers, usually published on a website or in an app.
  • knowledge baseA collection of articles, guides and answers that agents or customers can search to find solutions to common problems.
  • chatbotA computer program that answers customer messages automatically, often on a website or messaging app, before or instead of a human agent.
  • IVRInteractive voice response: an automated phone menu that greets callers and lets them choose options by pressing keys or speaking.

More terms: Support Tools & Self-Service

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