What is a Self-Service Portal?
A self-service portal is an online system where software or website users can find answers and resources to address questions they might have. A self-service portal essentially cuts out the need for a live tech to respond to every question and gives users the chance to find the information they’re looking for on their own.
Of course, self-service can’t cover everything. If a user experiences a major service outage or unique issue, they likely won’t be able to solve it on their own and would need to submit a ticket and contact a tech. But for many frequently asked questions and common issues, a self-service portal is incredibly useful.
The concept of “self-service” became popular in the early 1900s, when Clarence Saunders founded Piggly Wiggly, the first ever “self-service store.” At the store, shoppers would pick up their baskets and walk around selecting their groceries, rather than rely on a clerk to deliver that service. The concept of giving consumers independence has only blossomed from there, with ATMs, self-checkout, and website self-service portals becoming ubiquitous over the last decades.
Why Does it Matter?
Most people use some sort of software, so they are inevitably going to encounter questions and challenges that come with that. A self-service portal gives users the potential to quickly address questions on their own, saving techs time answering common questions and leading to higher customer satisfaction.
In fact, about 70% of customers expect to find some sort of self-service application on a company’s website and 40% of consumers prefer self-service to dealing directly with customer service. In the digital transformation era, self-service is an important way to boost tech productivity and keep users happy.