With the popularity and diversity use of the Internet, companies provide customers integrated services and different channels by which information is transferred between companies and clients via various technologies. Web-based Self-Service (WBSS) provides customers with round-the-clock and anywhere access to promote tailored services in distinct market segments. The expectation of customers has expanded in products and services, and the role of customers has become active. Additionally, customized self-services reduce interaction costs and help companies execute marketing programs by different market segments. This improves customer satisfaction and return on investment. The main purpose of this paper is to focus on the evolution, service and trend of enterprise customer self-service portal. Referring to the samples of Verizon, AT&T and Chunghwa Telecom, the paper will describe the enterprise customer portal with self-service features for the further development in the telecommunication industry.
Web-based SelfService (WBSS) Self-Service Technology (SST) One-Stop Portal Enterprise Customer Self-Service Portal