<aside> 💬 Self service support means that people find by themselves the answers to their questions for examples via public knowledge bases or automated support chat bots. This can lead to faster resolution time for the user, but also to extra work that is called shadow work.


Facts about self service support

The business value of customer self-service

Original study — Presented in this article

Original study — Presented in this article

Do you expect a brand or organization to have an online self-service support portal?



Across industries, fully 81% of all customers attempt to take care of matters themselves before reaching out to a live representative. - Source

67% of respondents prefer self-service over speaking to a company representative. Source

70% of customers now expect a company’s website to include a self-service application. - Source

73% of customers prefer to use a company’s website, instead of using social media, SMS and live chat for support. - Source

40% of consumers now prefer self-service over human contact. - Source

Related Service Design Principles