Self-service technologies
Self-Service Technologies ( SST , dt. Self-service technologies, or even self-service stechnologien) are the technical communication possibilities that their users (usually customers empower) to independently establish a service to avail and thus provide an interface between them and the Providers (mostly companies).
Relationship to the term customer self services
Customer Self Services (CSS) make use of the technical possibilities of self-service technologies (SST). The CSS focuses on (self) service itself, i.e. the service and not the technology to be used. SST and CSS are required in order to be able to offer customer service that can be used independently through technology. A self-service solution is only possible in combination.
Classifications
Self-service technologies can be classified according to their interface or their technological type. They are thus divided into the unidirectional and bidirectional communication areas. These areas can in turn be broken down into the various other types of SST.
aims
Self-service technologies are intended to increase customer satisfaction. They are mainly used to relieve staff of standard tasks.
Success factors
Self-service technologies are intended to enable self-service solutions that offer added value compared to contact with a service employee and whose user-friendly design guarantees the best possible service experience for the user. Typical success factors are e.g. B. the higher temporal and local availability made possible by SST , time savings and the independence of the user in service processes.