Importance of Self-Service in Customer Support
What is the importance of self-service in customer support?
Self-service in customer support is crucial because it empowers customers to solve problems independently. This approach is favored by 73% of consumers who prefer resolving product or service issues on their own. Additionally, 90% of consumers expect brands to offer a self-service portal, making it a vital component of modern customer service.
By providing round-the-clock information, self-service support reduces the need for direct interaction with support agents, leading to lower costs and higher resolution rates. The success of self-service, however, hinges on the quality, quantity, and accessibility of the knowledge-base content provided by the company. For more details, you can check the originalZendesk article.
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