For the modern enterprise, self-service has become an indispensable part of many strategic objectives, especially when it comes to delivering customer service excellence.
Today, 91% of organizations identify web self-service as a relevant investment focus for its ability to help reduce contact center costs, relieve pressure on customer support agents, and drive important customer journey KPIs.
Yet, providing customers and agents with an effective, easy-to-use self-service offering takes more than just available budget. It takes a deeper understanding of the underlying forces driving the ever-changing self-service landscape.
The self-service statistics and trends you need to know
New technologies, emerging trends, and evolving customer preferences are constantly influencing how organizations execute on their customer service initiatives. Where do customers go for self-service, and what do they expect out of those experiences? What are the new self-service channels and what do companies need to know about the technologies that drive them? And finally, what tools enable consistent self-service experiences across all digital channels?
These can be difficult questions to answer.
To help give you a quick snapshot of the self-service landscape, we put together research and self-service statistics from top industry resources, such as Gartner, Moz, Contact Week Digital, and HubSpot. The result is our free-to-download Trends in Customer Self-Service Infographic, which we’ve included in-full below.
Perhaps the most notable thing about these self-service statistics is the overwhelming preference for fast, easy self-service across the board—especially among young people. This, coupled with the near ubiquity of mobile-powered Google experiences, makes self-service a formidable force that cannot be ignored.
Not for organizations that hope to stick around, at least.