How To Merge Self-Service Technology Into Your Business

Self-service technology is a popular trend in business, where customers can use their own devices to access company resources and services. This approach gives companies greater control over their applications and data, but it also means that companies must have robust security policies to protect them against potential threats. 

So, if you’re interested in innovative technologies, such as self-service kiosks, visit This innovation enables customers to check out groceries or pay bills without communicating with an employee. Another example is online payments, which businesses accept through digital platforms to allow consumers without credit cards to make online, thus increasing sales. 

That said, here are five ways to incorporate self-service technology in your organization: 

1. Defining Clear Goals 

Regarding customer service, having clear goals helps your company improve customer satisfaction and reduce operational costs. If you can define your goals, you’ll be able to determine which services to offer and what type of information you need from customers. 

As you identify your self-service technology goals, consider what you wish to accomplish. For instance, you may want to increase sales, minimize expenses, or boost customer satisfaction. However, you should also consider the current state of your organization and compare it to where you intend your organization to be in the future.  

2. Making A Financial Plan 

Once you have defined your goals, ensure they fit into the company’s annual financial plan. This way, you can determine how much money you have available for investing in new technology and how long it might take for the investment to pay off. As you go through your merging initiative, you ensure that you have a document that will assist you to adhere with your initial budget.   

The financial plan should include all the necessary costs for implementing self-service technology into your business. These elements may include hardware purchases, software investment, and implementation costs, such as an annual subscription for self-service enablement applications. Aside from that, you should have any ongoing costs associated with maintaining this solution, like support contracts. Once you do so, you’ll be able to choose cost-effective options available in the technological market that won’t hurt your budget. 

3. Prioritizing Customer Journeys 

Before purchasing any new tools or software, you must determine what type of experience you want to create for your customers. The technology must resolve issues without waiting on hold with a customer service representative. In doing so, you might improve customer satisfaction while boosting your online presence and reducing costs. 

Remember to prioritize the most vital customer journeys as you implement self-service technology. For instance, if your company has a lot of inquiries about shipping policies, then you should prioritize those inquiries over concerns regarding product purchases. This strategy ensures the program’s success by directing consumers to your most valuable content. 

4. Enabling Customer Service Via Live Chat 

Live chat allows customers to ask questions without having to wait on hold or send an email. This technology will enable them to browse your website while waiting for an agent’s response. Moreover, this feature increases the likelihood that they’ll purchase the interaction, which might boost your online revenue. 

To merge your live chat with self-service technologies, you may develop a frequently asked questions (FAQ) page with links to relevant articles or videos. If a customer needs further assistance after reading through the blog or watching the video, they can click on the live chat button to get instant help from a representative. This feature allows customers who don’t need immediate assistance to find the information without waiting for someone else’s response.  

5. Integrating With Multiple Systems 

One common way to integrate self-service technology into your business is by incorporating it into your customer relationship management (CRM) system. Many CRM systems have built-in functionality for creating self-service portals where customers can perform specific tasks independently. For example, customers must be able to reset their password through an online form that connects directly to your CRM system. 

With that being said, you must ensure that any new self-service technology will be integrated into your existing CRM systems so you can share between teams without moving through multiple platforms. In addition, you can also incorporate self-service technology with other systems, such as enterprise resource planning (ERP) solutions, to automate invoicing. This feature lets customers view all vital payment information so they won’t have to browse your systems for them.

Key Takeaway 

As a business owner, you must prioritize your customers’ experience as they browse through your site. Therefore, it would be best to implement the five tips mentioned above to merge self-service technology in your company cost-effectively. In doing so, you might encourage your clients to buy more products or services, giving you a competitive edge.