The Benefits of Self-Service

A self-service portal is a website or app where users can perform various tasks themselves and access information about services, accounts or products without the direct help of an agent. 

Examples include customer service or customer support portals, banking portals, debt management portals and healthcare portals. 

What are the benefits of using a self-service portal?  

Customers have been quick to embrace self-service and these are some of the reasons: 

Convenience and accessibility 

Portal users can have access 24/7 from anywhere with an Internet connection, which means they don’t have to visit a physical location or contact customer support during business hours.  

Speed and efficiency 

Many tasks can be completed quickly and efficiently online, without having to wait on hold or interact with a customer service agent.  


Online portals can reduce the errors or miscommunications that sometimes crop up when dealing with a human agent. Also, by integrating with other systems, such as CRMs and financial software, the user data is live and up-to-date. 

Cost savings 

Self-service portals can significantly reduce costs as fewer resources are needed to manage the portal compared to traditional customer support channels.  


Most reputable online portals are rigorously designed with security in mind and use encryption and other measures, such as 2-factor authentication, to protect user data and prevent hostile access to accounts. 

All in one place 

Through API integration, customers can manage their accounts and payments from a central place without having to jump from app to app, or website to website. 

What types of tasks can you perform with a self-service portal?  

The types of tasks you can perform through a customer service portal will vary depending on the service or product being offered. Some common tasks include: 

  • Viewing account information and transaction history 
  • Making payments 
  • Filing and tracking customer support requests 
  • Updating personal information 
  • Finding answers to queries and FAQs 
  • Managing accounts 

Can you contact a customer support agent when using a self-service portal?  

Yes, most self-service portals will still provide access to customer support for more complex issues or questions. However, using the portal to handle simpler tasks can help reduce wait times and improve the overall customer service experience. 

With conversational self-service, AI chatbots are used to engage with customers and guide them as they perform their activities and help them if they get stuck. 



To learn more, see: 


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