An example of a customer using self-service is when they:

live chat with an employee

Search for their inquiry and finds an article

Search for their inquiry and ends up calling the company

emails with an employee


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Explanation: An example of a customer using self-service is when they search for their inquiry and find an article. Self-service empowers customers to find solutions to their questions or issues independently without requiring direct assistance from customer support representatives. In this scenario, the customer takes the initiative to search for relevant information within a knowledge base or help center, using keywords or phrases related to their inquiry. By accessing articles, guides, or FAQs, the customer can educate themselves on the topic, troubleshoot problems, or learn how to use a product or service more effectively. This self-reliant approach not only saves time for both the customer and the support team but also promotes a sense of autonomy and empowerment for the customer. Additionally, it reduces the strain on support resources by deflecting repetitive or common inquiries, allowing support agents to focus on more complex or high-priority issues. Therefore, the selected answer accurately represents an instance of self-service where the customer proactively seeks information and finds a relevant article to address their query independently.

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