More and more companies are investing in self-service. The pure online players have done an excellent job of elaborating and fine-tuning the concept. They came up with the idea out of necessity: when they started out, these companies were simply too small to install a personalized customer service. An efficient self-service channel was their only option to develop a good customer relationship. Banks were also among the early adopters of the idea. Online banking was one of the main activities of the early internet surfers. Banks introduced this application purely from an efficiency point of view. Today, customers expect them to provide this service.
In my paper ‘From personal to self to crowd service’ you can read all details about this evolution:
