Though all consumers need some support throughout the customer lifecycle, many prefer to tackle certain parts of the journey alone. For those telecom customers looking to answer their own questions and resolve their own problems, self-service channels offer an opportunity to obtain agent-level solutions without ever talking to a physical agent.

In the past, traditional self-service options only offered basic FAQs and site search functionality. While these tools helped identify potentially relevant content, they did little to assist consumers in determining which piece of content contained the answer they needed. But, as the telecom industry continues to evolve alongside these promising technologies, service providers have begun to expand the scope of their self-service options.

According to Aaron Shidler, vice president of product management at Oracle, today's telecoms use online and mobile self-service tools to facilitate three actions: