State of Customer Self-Service
Discover how industry-leading professionals leverage self-service strategies to deliver exceptional digital customer experiences and stay ahead of the curve.
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TABLE OF CONTENTS
What’s in the report
Self-service is no longer just a nice-to-have - it's an absolute must for businesses looking to capture and keep customers in today's digital era. And the 2024 State of Customer Self-Service Report has the numbers to prove it. From the shocking percentage of companies already implementing self-service, to the unexpected audience segments utilizing it most, this report is packed with insights that will have you rethinking your entire customer experience approach.
00
Introduction
This section is all about laying the foundation for the report with details about respondent demographics, the companies they work for, and the customers they serve.
We will walk you through all of the nitty-gritty data that comprises this report, including:
We will walk you through all of the nitty-gritty data that comprises this report, including:
- Who we surveyed
- The work they do
- The customers they serve
01
Self-Service at the Forefront of a Modern Support Strategy
This section examines the rise of self-service as the frontrunner channel for initial customer support touchpoints and why delivering an effective self-service experience is crucial.
02
Self-Service is Mission Critical to the Entire Organization
Explore how self-service is now a critical component impacting the entire customer journey for all audiences - prospective buyers, active customers, and even employees.
03
Ownership and Collaboration
Learn who owns the various facets of self-service support, including strategy and content creation, and who has the most influence.
04
Technology and Tools
Break down the tools and technology leading experts are using to accomplish their self-service goals.
05
Measuring Success
Uncover the metrics to track self-service success and understand how they impact the entire organization.
06
The Future of Self-Service
What’s next for customer self-service? Spoiler alert: it’s AI. But that’s not all you will find in this section…
07
Conclusion
You read the full report! This is the pep talk you need to get ahead of the curve and beat out the competition with the best self-service experience anyone has ever seen.
At a Glance
700+
Respondents
10
Leading industries
70%
Delivering a self-service experience
Access the full report
Unlock the latest data and expert recommendations for self-service in 2024 and beyond.
