Self-Service Applications Software

ALSO CALLED: Online Customer Support Software, Self-help Tools, Self Help Tools, Web Self-Service Applications, Self Service Applications Software, Self-Service, and Self Service
DEFINITION: Web self-service is a type of electronic support (e-support) that allows customers and employees to access information and perform routine tasks over the Internet, without requiring any interaction with a representative of an enterprise. Web self-service is widely used in customer relationship management (CRM) and employee relationship management (ERM).When it is specific to Web-enabled employee interactions,  … 
Definition continues below.

SELF-SERVICE APPLICATIONS SOFTWARE DEFINITION (continued): …  the practice is known as employee self-service (ESS). When it is specific to Web-enabled customers, it is called customer self-service (CSS). For employees and customers, self-service offers 24 hour-a-day support, and immediate access to information without having to wait for an email response or a returned telephone call. Ultimately, the success of Web self-service depends upon the quality and quantity of information available and the ease with which it can be accessed. Deploying Web self-service applications benefits a company in a variety of ways. The most prominent motivation is the lower …