Blending Self-Service with Human Selling

Self-service does not replace sales teams. It changes where they spend their time.

Automate the routine

Reorders, order status and invoice downloads should need no human. When a rep is not spending time on those requests, they can focus on growth, new products and complex needs.

Make handoffs easy

Provide clear paths from the portal to a person, such as a chat or a request-a-call button that carries context. The rep should arrive knowing what the buyer was looking at.

Key takeaways

• Automate repetitive requests

• Provide contextual routes to a human

• Measure rep time spent on routine tasks