Enabling Customers to Solve Their Issues Independently
Posted: Thu Feb 20, 2025 4:29 am
Customer support goes beyond simply being available to help customers when they have an issue. Companies that want to excel in customer service must enable customers to obtain answers on their own.
Self-service decreases agent workloads. According to McKinsey’s State of Customer hungary mobile database Care 2022 report3, 65% of businesses that were able to decrease call volume significantly cited providing knowledge bases and other self-service options as a key driver.
But best of all, customers love being able to find answers independently. Zendesk found that 70% of customers expect companies to offer self-service portals, and 89% will spend more with companies that enable them to resolve issues independently.1
Self-service decreases agent workloads. According to McKinsey’s State of Customer hungary mobile database Care 2022 report3, 65% of businesses that were able to decrease call volume significantly cited providing knowledge bases and other self-service options as a key driver.
But best of all, customers love being able to find answers independently. Zendesk found that 70% of customers expect companies to offer self-service portals, and 89% will spend more with companies that enable them to resolve issues independently.1