Self-service technology has been an increasingly common sight in our daily lives. It has become a popular preference for many customers seeking convenience. We’ve all found ourselves in situations where we choose self-service checkouts over staffed ones.
As digital customer experiences evolve, self-service options have become an essential aspect of the online shopping experience. The relevance of self-service extends beyond the physical retail space. To understand its importance, let’s delve into the self-service statistics for 2023.
Best 8 Self-Service Statistics 2024
1. Customers Prefer Self-Service Over Live Support
Harvard Business Review says that 81% of customers try to solve problems independently before calling a live agent. (source: Harvard Business Review)
It means that customers prefer self-service options over live support for resolving their issues. Here are some key points to consider:
- Self-service options, such as FAQs and online tutorials, can save time and resources for both customers and businesses.
- Providing easy-to-use self-service options can lead to higher customer satisfaction rates.
- Offering self-service options can also reduce the workload for live support representatives, allowing them to focus on more complex issues.
Therefore, businesses must invest in self-service platforms to satisfy the rising consumer demand and enhance the overall customer experience.
2. Importance of an Accessible Knowledge Base for Customer Self-Service
According to a survey, 91% of customers would use a knowledge base if it met their needs. (source: Coleman Parkes Research)
It highlights the importance of having a comprehensive and easily accessible knowledge base for customer self-service. Here are some key points to consider:
- A well-designed knowledge base can improve customer satisfaction by providing quick and accurate answers to common questions.
- By allowing customers to find answers independently, businesses can reduce the workload for support teams and free up resources for more complex issues.
- However, if the knowledge base is not easily accessible or difficult to navigate, customers may become frustrated and seek live support instead.
3. Meeting Customer Expectations with Online Self-Service Support
A report from Microsoft shows that 90% of customers worldwide expect brands or organizations to have an online self-service customer support portal. (source: Microsoft)
It highlights the growing importance of online self-service support in meeting customer expectations. Here are some key takeaways:
- Customers today expect fast, easy, and convenient support options that allow them to resolve issues quickly and efficiently.
- Online self-service support, such as knowledge bases, FAQs, and chatbots, can provide customers with 24/7 access to information and assistance.
- By offering online self-service support, businesses can improve customer satisfaction, reduce the workload for support teams, and increase operational efficiency.
4. The Preference for Self-Service Support and Customer Service
A report from Aspect Software reveals that 73% of customers prefer the ability to solve product/service issues independently, highlighting the growing preference for self-service support. Interestingly, the same report found that a third of those surveyed would rather clean a toilet than speak to customer service. (source: Aspect Software)
Here are some key takeaways from these findings:
- Customers today are increasingly self-sufficient and prefer to solve issues independently if possible.
- Providing effective self-service support, such as easy-to-use knowledge bases and FAQs, can help businesses meet the needs and expectations of their customers.
- However, it’s important to note that customer service is still a critical component of the customer experience, and businesses should strive to provide high-quality live support options when necessary.
5. Growing Familiarity with Self-Service Support
According to Microsoft, 77% of consumers report having used a self-service support portal, indicating a growing familiarity with the self-service concept. (source: Microsoft)
It suggests that businesses should prioritize investing in self-service support options to meet the needs and expectations of their customers. Here are some key takeaways:
- Customers today are increasingly self-sufficient and prefer to solve issues independently if possible.
- Self-service support options such as knowledge bases and FAQs can provide customers with quick and convenient solutions to common issues.
- Offering self-service support can also help businesses reduce the workload for support teams and improve overall efficiency.
6. Majority of US Consumers Prefer Automated Self-Service for Customer Support
American Express found that more than 60% of consumers in the US prefer using automated self-service options for simple customer service tasks, such as through on-demand app development or a website. It means people would rather use technology than speak with a customer service representative.
Source: (American Express)
Importance:
- Automated self-service options can be more convenient and faster for customers.
- It can save time and resources for companies by reducing the need for customer service representatives.
- It highlights the growing trend towards technology-based solutions for everyday tasks.
7. Digital Self-Service Solutions Preferred by Majority of US Consumers
Over 60% of US consumers prefer using digital self-service solutions, including websites, mobile apps, voice response systems, and online chat, for simple inquiries. It means that people tend to rely on technology rather than reaching out to customer service representatives for assistance.
Source: (CGS)
Importance:
- Digital self-service solutions can provide convenience and accessibility for customers.
- It can also help reduce wait times and improve response times for simple inquiries.
- The popularity of digital self-service solutions highlights the need for companies to invest in technology to enhance customer experience.
8. Majority of Customers Expect Self-Service Platforms on Company Websites
Around 70% of customers expect company websites to have some form of customer self-service platform. This means that people expect to find self-service options, such as FAQs or online chat when they visit a company’s website.
Source: (Microsoft)
Importance:
- Offering self-service options on company websites can improve customer experience and satisfaction.
- It can also help organizations reduce costs by automating simple customer service tasks.
- The expectation of self-service platforms on company websites highlights the need for businesses to prioritize technology-based solutions to meet customer needs and expectations.
Final Take
The trend towards self-service options for customer support is growing rapidly. Customers prefer digital self-service solutions, virtual customer assistants, and self-service platforms on company websites for addressing their inquiries.
Investing in technology-based solutions can not only improve customer experience but also help organizations reduce costs and meet the growing demand for convenience and accessibility.
