Would Self-Service-Technology (SST) work for your business in this digital age?

Living in the modern world we realise that a lot of services that may require face-to-face interaction or after-sale services are rapidly becoming obsolete. These simple tasks are being replaced with Self-Service-Technology. Machine learning and artificial intelligence are the biggest drivers of self-service-technology. We have realised that the concept of getting more accurate and convenient methods of doing business is exponentially expanding.

The sad reality is, if you not developing your skills to better comprehend today’s society, you may be left without a job or your business may suffer. Businesses today do not just sell products and services anymore. Convenience is morally becoming a crucial part of business models. The challenges of making your business seamless are worth more to your customer than it is to the product.

More often it is about giving the customer control on how to reach their objectives when using different technologies to make seamless transactions. With eCommerce, we see how customers check out items off their shopping cart to proceed to make payments. This gives customers a convenient route of shopping and self-service. In the past, customers would have a tedious task of going to the store to select items they want and proceed to a pay point. The retail industry is diligently enhancing self- service in their structures of business to help the consumer make better transactions and checkout systems.

Many companies are looking for a more accurate ways of handling customer queries in an engaging way that resolves any queries sufficiently to customer expectations. Chatbots that have been designed to manage certain frequently asked questions(FAQ) are making it easier for businesses to manage customer relations.

Understanding human behaviour when it comes to self-service is a key factor in implementing guidelines and protocols on how self-service can be beneficial to consumers.

Customers have the power to get rid of redundant processes that are an inconvenience to them as they have the buying power. Consumers like convenience, and if you sell convenience business runs smoothly.

With the world going digital, we have noticed a lot of online activity and the need for businesses to be more active on the internet. Self-Service-Technology (SST) gives you the power to influence the consumer’s perception of quality. Yet convincing the customers that self- service is effectively going to simplify and completely satisfy their consumer objectives are external and internal factors. That one always needs to consider, before implementing Self-Service-Technology (SST). Human behaviour is unpredictable, and psychologically understanding how it works with your business is important. Artificial Intelligence is structured to understand the way humans think when an unpredictable task is presented.

So essentially implementing self-service is a delicate process, one needs to carefully consider and do research over. Simplicity is the best way to think about it. Self-Service-Technology can be detrimental to a business if not properly structured to handle consumer behaviour.

Louis Kulani Khosa