Self-Service Commerce

Self-service commerce is a retail model in which customers can find items, purchase products, and answer customer service questions without having to interact with a human representative.

What Is Self-Service Commerce?

As consumer demand for convenient commerce experiences increases, self-service commerce has become increasingly popular. In this model, consumers can find products, make purchases, find answers to their questions, handle returns, and engage with a brand without having to interface with a human representative. Some restaurants, for example, are implementing self-service kiosks that enable shoppers to place food orders on their own. Many brands and retailers are employing self-service Q&A portals, through which consumers can easily search for and find answers to their questions. Others are creating self-service commerce checkout options that shoppers can use to scan and purchase retail products themselves. These self-service options empower consumers to take control of their own shopping experiences and meet their need for convenience.

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