We are excited to announce our first annual State of Customer Self-Service survey! Your insights are invaluable, and we believe this survey will provide a comprehensive understanding of digital-first customer support expectations, experiences, and outcomes.
In a world where 72%* of customer interactions occur online, the landscape of support solutions is rapidly evolving. This survey aims to gather data that will not only highlight industry benchmarks but also offer valuable tactics and statistics to help organizations efficiently meet the expectations of their modern customers.
What is Self-Service?
Customer self-service is the digital-first approach to customer support where organizations empower users to independently resolve issues and find information online. Customer experience relies on self-service to ensure their users are delighted by every online engagement.
It’s costly to enable a 24/7 support team, but an online help site or portal provides a single-source of truth that never needs a day off. More and more companies are turning to customer self-service to improve issue resolution time, aid in support ticket deflection, and improve overall customer satisfaction.
Why Participate?
By dedicating just 6 minutes of your time to this comprehensive survey, you contribute to building awareness around:
- Business Impact of Customer Self-Service ExperiencesUnderstanding the impact of customer self-service experiences is crucial for businesses. Your input will help uncover trends and insights that can shape strategies to enhance customer satisfaction and drive business success.
- Setting Industry StandardsYour participation will play a significant role in setting industry standards. By sharing your experiences and expectations, you contribute to creating benchmarks that others can learn from and leverage to improve their own customer support practices.
- Career Growth and RecognitionTaking part in this survey is not just about sharing information; it's also an opportunity to showcase your expertise. The data collected will provide valuable insights that can be instrumental in advancing your career and gaining recognition for your contributions to the field of customer self-service.
How to Participate
Participating in the survey is easy and quick. Simply click on the survey link below, and in just 6 minutes, you'll be contributing to a wealth of knowledge that benefits the entire customer experience community.
State of Customer Self-Service Survey 2024
What to Expect After the Survey
The survey will be open to submissions through March 30, 2024. Once the survey is closed, Heretto will begin the evaluation to compile a comprehensive report that will be released in summer of 2024.
What will be included in the report?
- Customer self-service benchmarks that your organization and others like yours can use to ensure your self-service implementations are meeting the general market demands.
- Resources to help implement and improve your self-service solution. From just getting started to taking on self-service artificial intelligence, every organization will be able to take their solution to the next level.
- Success metrics your organization can leverage to assess your current and future self-service implementations
Your input matters, and we appreciate your commitment to shaping the future of customer self-service. Together, let's create a comprehensive understanding of the digital-first landscape and empower organizations to meet and exceed the expectations of their customers.
*See Mulesoft’s 2023 Connectivity Benchmark Report
