Why Self-Service: 11 Stats from Customer Surveys

We have gathered together some statistics that reflect the attitudes and expectations of customers about using self-service portals. It makes for interesting reading. 

of customers prefer to use self-service than to speak to a live agent. (Zendesk)

of customers expect organisations to have an online self-service portal. (Statista) 

of customers say they have used a self-service portal for support. (Microsoft) 

of customers say that an immediate response is a priority for customer service. (HubSpot) 

 of US customers prefer using an online self-service option for simple tasks. (American Express) 

 of customers drop-off an online purchase if they can't find an answers fast enough. (Forrester) 

 of customers try self-service first rather than going immediately to an agent. (Statista) 

 of customers have used a website’s Help or FAQs resources in the last 12 months. (Forrester) 

of customers first search online for answers to customer service questions. (Software Advice) 

Average cost/contact for web self-service is $0.10 compared to an agent's $12. (Superoffice) 

reductions in calls, chat and email queries after organisations use digital assistants. (Gartner) 

For more on self-service, read: 

• What is a Self-Service Portal? 
• The Benefits of Self-Service 
• Self-Service Portals: The Future of Debt Management 
• Webio’s Self-Service Studio