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Characteristics of effective self-service

Customers expect an easy experience. For B-to-B companies to successfully simplify the customer experience, effective self-service tools for customers to access is a must have. Here are characteristics for effective self-service:

  1. User-Friendly – Make certain the user interface is tailored for the business needs of customers. Ease of navigation and ease of accessing on a mobile device are key customer desires.
  2. Informative – Companies need to make sure transparent product information and pricing are easily accessible by customers. Bonus information would include detailed product specifications, reviews, and tutorials.
  3. Personalized – Companies should be looking at self-service portals as a way to customize product recommendations for customers. Tracking buyer’s history and making tailored product recommendations based on past purchases are customer desires.
  4. Interactive – Customers want to use self-service to check on order updates as well as clearly track down who to contact if there is an issue.

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit

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