Walk The Path – From Self-Service to Automation

A few years ago, when self-service was first introduced, most customers were not enthusiastic. As Steven Van Belleghem explains in the following video, the evolution of the internet has changed customer service and allowed companies the opportunity to provide information publicly to their clients so they may resolve any issues on their own.


The internet has revolutionized the realm of customer service using knowledge bases or portals filled with information to reduce the call volume and wait time for users globally. Self-service has even taken a step further toward automation by providing users and employees with options such as online guidance systems which explain to the user visually, in real time, what they should be doing.


The following video by Steven Van Belleghem demonstrates the journey from self service to automation.

What type of service do you prefer to use or provide?

Amy Clark is the Lead Author & Editor of IWantItNow Blog. Amy established the Customer Engagement blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to customer service, support and engagement.