The Good Side
I get the appeal:
- No need to talk to someone every time.
- Available 24/7.
- Quick fixes for simple stuff.
The Downsides
- Not everything is actually there.
- Sometimes you still end up needing live help.
- The layout can feel outdated.
My View
A Self Service Portal is great when it works, but it’s not the magic solution people make it sound like. It really depends on how much access they give you.