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SYKES Business Process Outsourcing Glossary

Looking to learn a little more about what we do? We've compiled a comprehensive list of common BPO terms and definitions so you can stay in the know.


Self-service most often refers to a webpage, application, or other type of content that allows customers to access assistance on their own or with limited employee help. Common examples of self-service content include digital product manuals, frequently asked question pages (FAQs), how-to guides, troubleshooting tools, and other online resources that customers can access and use independently. Self-service functionality gives customers the ability to troubleshoot problems and find helpful support for a company’s products or services on their own.

Self-service is an important part of creating the type of intelligent customer experience (ICX) that customers love. Not only does it save time and money, self-service puts power back in the hands of the customer — allowing them to solve their own problems, learn more about the products they enjoy, and form stronger relationships with brands.

By providing answers to common questions online, or through an application, customers can find the solutions they need without ever picking up the phone. This results in fewer support interactions which leads to reduced hold-times, fewer customer support tickets, and more problems solved faster.

Further, adding helpful support hub content such as how-to guides on your company website can ensure your customers can always find the help they need, even outside of regular business hours. In addition to deflecting support calls and expanding availability, self-service is a convenient way to interact with customers while improving your overall support experience.

Considering everything self-service is capable of, like helping customers find out more about products, assisting with support tickets, or troubleshooting common problems, it can be difficult to know where to start. Fortunately, SYKES offers innovative self-service solutions that empower customers and improve their overall experience with your brand. By analyzing current self-service offerings and applying artificial intelligence (AI) and machine learning (ML) to constantly find new ways to improve, we help brands create and optimize support content, build effective self-service portals, and keep up with emergent technology. Partnering with SYKES can help streamline your self-service experience and create added value for your customers.