The value of self-service

Published April 14, 2017
Last updated June 19, 2020

Everyone’s busy these days. When it comes to finding a solution to a problem or answering a question, most people prefer to help themselves—it’s the natural path of least resistance. In many cases, self-service is the best kind of customer service. Many products and services are meant to be "easy-to-use" for customers. Being able to find a solution through self-service can often be the easiest customer support.

According to American Express, “48% of customers prefer to speak with a customer service rep when dealing with complex issues, but only 16% prefer the same contact for simple issues.” Customers tend to only seek direct interactions when they can’t find answers through their own research. This does not provide a positive user experience, never mind a positive reflection of your company's customer service.

The eBook, 6 tips for building a thriving help centre, covers the value of self-service support and six ways to create and improve your knowledge base and knowledge management. By investing in self-service, companies can improve their ticket deflection, user experiences, and the way their customers view their brand.

Self-service can optimise you customer support and help your organisation by:

  • Increase customer satisfaction by providing better service through knowledge management (via content in help centres and knowledge bases)
  • Reduce costs and increase efficiency by reducing the number of repetitive questions agents spend time on (and that consumers frequently ask)
  • Grow your community and build deeper connections between your organisation and your customers
  • Provide more proactive customer service that encourages planning ahead, freeing more time for other company initiatives

Download 6 tips for building a thriving help centre to enhance your self-service and create an all-in-one knowledge base, community and self-service portal.