Independent issue resolution, sometimes referred to as “Self-Service”, is a fundamental shift away from primarily human-led support interactions and towards empowering customers to address problems autonomously without requiring direct, in-person assistance. With independent issue resolution, customers can easily find answers where and when they need them.
This self-sufficiency is not merely a convenience but a strategic move to promote swift solutions while simultaneously reducing reliance on traditional support channels. Since 67% of customers would rather solve their own problems independently than talk to a support agent, businesses that shift toward independent issue resolution set themselves up for future success.
Example:
A customer goes to a portal or can receive in-app support for an issue as opposed to having to interact with a support agent or getting human intervention. This fosters a culture of customer empowerment.
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