The term ‘self-service’ refers to a concept where users have the ability to perform certain tasks or services on their own, without direct assistance from external people. This concept has found application in various fields, from the corporate world to everyday consumer services.
Self-service in the corporate context
In the corporate context, self-service refers to the provision of services or information to customers, employees or partners without the need for direct interaction with employees. Typical examples are self-service portals where customers can track their orders, retrieve information or solve problems on their own without having to rely on personal contact. This leads to an excellent customer experience, more efficient processes and thus also to a relief of customer support.
Consumer services
In the area of consumer services, self-service enables users to carry out certain activities without the direct assistance of service providers. Vending machines for buying tickets, self-service petrol stations or online banking are examples. This form of self-service offers the advantage of flexibility and convenience for consumers, as they can fulfil their needs without waiting or human interaction.
Characteristics of self-service
A key feature of self-service is the autonomy granted to users. With access to easy-to-understand interfaces or platforms, they can complete tasks independently and at their own pace. This often requires clear user guidance to ensure efficiency and satisfaction.
Technological influences
Advancing digitalisation has driven the proliferation of self-service solutions. Online platforms, mobile applications and smart automation technologies play a crucial role in the implementation of self-service concepts. This not only enables wider access to services but also helps to reduce costs and increase resource efficiency.
