Question

A popular proactive approach and customer service that empowers customers to go to a company's website and initiate most of the queries and functions normally handled by a call center is called ___________.

a) service recovery
b) customer self-service
c) softening techniques
d) proactive problem solving

Answer 1

The proactive customer service approach that allows customers to handle their queries via a company's website is called customer self-service, which includes tools like FAQs and chatbots. The correct option is b.

Step-by-step explanation:

A popular proactive approach and customer service, where customers are empowered to visit a company's website and handle most queries and functions that are typically managed by a call center, is called customer self-service.

This approach provides a means for customers to find answers, complete transactions, or troubleshoot issues on their own without direct interaction with company representatives. Examples of customer self-service include FAQ sections, knowledge bases, chatbots, and interactive online forms. The correct option is b.