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The induction of the web self service in business is to reduce the number of interactions between the customers and call center agents as this helps in reducing costs. Here, the customers are given a free reign to search for solutions freely at their own pace. Ideally this model should be beneficial for both businesses and customers, but in reality it is quite contrary. These self service models hardly provide the customers with the exact solution that they seek leaving the customers frustrated and dissatisfied. The processes are lengthy and complex which tires the customers and the solutions are vague and incorrect.

The traditional web self service was a procedure where the customer fed in the query in the system and the system reverted with a couple of results, or the most common answer stored in the knowledge base was offered to the customer. Some methods were time-consuming and answers were provided only after completion of a cycle. If businesses continue to pursue this system of web self service very soon they will have to shut shop. They need to employ flexible solutions that eliminate all time wasting processes and concentrate on providing the customers with precise answers without any delays and showering them with exclusively exhilarating experiences.

Under present circumstances the self service solutions are too complicated for the customers and are a painful maintenance issue for the business. The solutions should satisfy customers during the first interaction. To provide the customers with the correct solutions it is very important to understand what the customers need and what the purpose is. These solutions should meet the expectations of the customers and make them feel confident of the products that they are using especially if it is a new one.

The self service transaction has to be an awe-inspiring one to provide the customers maximum satisfaction. The solutions should be able to create a query that is complete and employ combinations to provide the best answer. Deploying knowledge infused processes for self service transactions is an excellent methodology where the processes, knowledge, data, operations and all transactions are automated into one simple process. This model ensures that knowledge management and data are readily available at any given point of time for easy accessibility and finding solutions. It is a flexible model that fosters integration between different systems and delivers a unanimous solution to the user.

The web self service solutions based on the knowledge infused process model helps a business to reduce the maintenance costs as all the processes are managed and controlled cohesively. An integrated process helps in providing customers with desired solutions during the first interaction and leverages customer service experience as well as customer retention prospects. It is an exceptionally potent weapon that can be used effectively for gaining positive results in business.