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.