What is a self service portal? - KPS

What is a self service portal?

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A self-service portal is a web-based interface or platform that allows users to independently access information, perform tasks, and resolve issues without the need for direct assistance from customer support or service personnel. These portals are commonly used by organizations to empower their customers, employees, or other stakeholders to find answers, complete transactions, and manage their own needs efficiently. In this sense, the self service portal acts as a customer engagement platform.

Key features and functions of a self-service portal include:

  1. Information Retrieval: Users can access a wealth of information, such as FAQs, knowledge articles, product documentation, troubleshooting guides, and policies, to find answers to common questions or problems. A knowledge management platform should power this to ensure accurate searching.
  2. Account Management: Users can often update their account information, such as contact details, passwords, and preferences, without contacting customer support.
  3. Transactional Services: Some self-service portals allow users to perform transactions, such as making payments, placing orders, tracking shipments, or booking appointments, independently.
  4. Case Logging and Tracking: Customers can initiate support or service requests, log issues, and track the progress of their requests through the portal. This reduces the need for phone calls or email exchanges.
  5. Troubleshooting Tools: Self-service portals may provide interactive tools and diagnostic features to help users troubleshoot problems with products or services, typically powered by a knowledge management system.
  6. Multichannel Access: Users can typically access self-service portals through various devices, including computers, smartphones, and tablets, as well as through web browsers or mobile apps.


Self-service portals are commonly used in various industries and sectors, including:

  1. Customer Support: Businesses use self-service portals to provide customers with 24/7 access to support resources and enable them to troubleshoot common issues independently.
  2. Employee Self-Service: Companies utilize self-service portals for HR-related tasks, such as benefits enrollment, time tracking, and accessing pay stubs.
  3. Financial Services: Banks and financial institutions offer self-service portals for customers to check account balances, transfer funds, and manage investments.
  4. E-commerce: Online retailers provide self-service portals for customers to place orders, track shipments, and manage returns or exchanges.
  5. Healthcare: Healthcare providers offer patient portals for scheduling appointments, accessing medical records, and communicating with healthcare professionals.
  6. Government: Government agencies use self-service portals for citizens to access information, pay taxes, renew licenses, and apply for services online.

Self-service portals can enhance user satisfaction, reduce operational costs, and increase efficiency by allowing users to find information and complete tasks independently, all while providing a convenient and accessible experience.

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No matter where you are in the world we are always excited to talk with our customers, potential clients and members of the knowledge management, contact centre, service desk and web self-service community.

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