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CSS - Customer Self-Service

Customer self-service (abbreviated as CSS) refers to methods and processes put in place by a business so that a customer can interact with the business at their convenience.  Customer self-service is used in customer relationship management (CRM) systems and may also be a part of employee relationship management (ERM).  Usually, customer self-service applies to account information management tasks that a customer chooses to handle or maintain on their own.

A similar phrase, Web self-service (WSS), is used to describe customer self-service that is delivered specifically through a website.  Here, signing in to update an account, request information or e-support are some of the common services a business may offer to a customer. These service tasks can be performed by the customer at their own discretion when it is convenient.  Web self-service is an important aspect of CRM systems as it enables a company to collect more personal data about the customer when they log in to their account.




Based in Nova Scotia, Canada, Vangie Beal has been covering small business, electronic commerce and Internet technology for more than a decade. You can tweet with her online @AuroraGG.





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