Using self-service portals to improve user experience in ICT Service Management

Abstract

Self-service portals are simple tools that customers can use to search for answers without having to contact a customer service agent, and their implementation has been increasing in recent years. The objective of this systematic review is to gather information on the benefits, barriers, and customer satisfaction of implementing self-service portals. This work used databases such as Scopus, Google Scholar, and IEEE Xplore, analyzing a total of 22 academic articles published between 2018 and 2025 that discuss the benefits, barriers, and improved customer experience. In the end, it was undeniable that implementing self-service portals increases customer satisfaction, but it is necessary to facilitate their use, as customers may have difficulty using them, which can lead to dissatisfaction. Therefore, it is necessary to focus the design on customer emergencies, offer support for more complex problems, and provide adequate training.