Published: 21 March 2024
Customer service leaders have made significant investments in self-service, but customers still struggle to resolve issues in those channels. Leaders can use this research to benchmark their self-service performance against their peers and learn what sets successful organizations apart from others.
Customer service leaders report an average self-service resolution rate of 41%.
The most successful organizations in self-service resolution prioritize CX and engagement as much as reducing contact volume in assisted service channels.
Most customer service leaders decide what capabilities to build in self-service based on what customers call about. However, the most successful organizations consider additional signals of customer demand.
The most successful organizations treat self-service investments as products to be continuously supported, rather than projects with a fixed end date. Despite this, 25% of customer service leaders do not commit resources to continuously improve and update self-service capabilities upon launch.
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Analysts:
Michael Rendelman, Keith McIntosh
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