Self-service
Definition
Self-service means business customers can view and manage their own orders, invoices, quotes and order history, without contacting the supplier every time. A customer portal is the most common form of self-service in B2B.
Fewer phone calls, more control for the customer
Customers don't always want to wait for a reply from customer service to know an order's status or find an invoice. Self-service gives them that information directly, at any time.
What self-service typically includes
Viewing order history, downloading invoices, tracking quotes, quick reordering, and checking the status of ongoing deliveries.
Practical example
A buyer wants to know when a delivery will arrive. Instead of calling customer service, they log into the customer portal and see the status right away.
Related terms
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