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<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.

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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?

Source

Source


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