Customer self-service software provides a platform for end users, prospects, or customers to access information and perform tasks without the need for live chat or customer support representatives. Companies utilize the tools to provide around-the-clock support for customers, visitors, and employees to access information. These products provide support in a variety of ways. Many come in the form of web portals where simple, commonly asked questions are answered in the form of an interactive FAQ. Others are more consumer based, allowing users to complete tasks like performing self-checkouts and retrieving product information. Others function over the phone to guide users through a purchase or support process. Many utilize live chat tools to interpret text and interact with AI platforms. Help desk software is geared toward providing similar assistance, but those require human or AI assistance from the provider’s end. Social customer service software can be confused with customer self-service products as well. Those tools, though, are meant to aggregate social data and respond directly to users needing assistance via social media platforms.
To qualify for inclusion in the Customer Self-Service category, a product must:
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