The Importance of Self-Service for Businesses
Why is self-service important for businesses?
Self-service is crucial for businesses because it enhances customer satisfaction and reduces support costs. Customers prefer resolving issues on their own, and a well-implemented self-service channel can meet this demand.
According to data from Gartner, 69% of customers want to resolve issues independently, and 61% see quick resolution as a key indicator of good service. Self-service also helps businesses manage ticket volumes, allowing agents to focus on complex issues and reducing the need for additional resources. Additionally, a knowledge base can improve search engine rankings and serve as a valuable training resource for agents.
More related questions
What is a self-service channel in Zendesk?
A self-service channel in Zendesk allows customers to find answers and solve problems independently, without needing to contact customer service reps. This is achieved through a well-structured knowledge base filled with helpful articles. The…
What are the key elements of a self-service channel?
The key elements of a self-service channel include a knowledge base, customer service portal, and online community. These components work together to provide customers with the information they need. In Zendesk, the knowledge base is a collection…
How does Zendesk Guide support self-service?
Zendesk Guide is the tool used to create and manage your help center, serving as the backbone of your self-service channel. It allows you to organize content into articles, categories, and sections. Guide comes in two versions: Professional and…
What features does Zendesk Gather offer?
Zendesk Gather provides a community forum where customers can connect, collaborate, and share knowledge. It complements the knowledge base by enabling user interaction and feedback. Gather allows customers to crowdsource support and provide…
How do Zendesk bots enhance self-service?
Zendesk bots use machine learning to assist customers by suggesting relevant articles from your knowledge base. They can be integrated into various Zendesk products and automated email responses. These bots act as the first responders in messaging…
What is the Knowledge Capture app in Zendesk?
The Knowledge Capture app allows agents to search the help center and insert article links into ticket comments without leaving the ticket. It also enables agents to provide feedback on articles and create new ones. This app is installed by default…
How can Content Cues improve your knowledge base?
Content Cues in Zendesk Guide Enterprise use AI to analyze incoming tickets and suggest updates or new content for your knowledge base. It identifies common questions and keywords to enhance search results. This feature helps you maintain a…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
