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Self-service technologies are on the rise. Instead of waiting on hold for a customer service agent, customers want to answer questions themselves. In fact, a recent study by Microsoft found that about 63% of customers under the age of 35 prefer using self-service technologies instead of picking up the phone. 

Because customers want to solve problems on their own, chatbots and IVR technologies have become one of the most popular forms of customer service. The feelings of self-sufficiency and empowerment associated with self-service give customers not only control over their experience but also confidence in a brand. 

There’s clearly a connection between self-service technologies and customer satisfaction, but how strong is it? Could it really be the key to creating a memorable customer experience? In this article, we’re taking a close look at the benefits of self-service and the impact they have on customer satisfaction. 

Quick Takeaways 

  • Self-service technologies offer a quick and easy way to learn about a company’s products, services, and policies
  • 79% of consumers intend to continue or increase their use of self-service technology 
  • Customers are already managing about 85% of their company relationships without human interaction through self-service technology
  • Self-service channels increase efficiency by helping both customers and employees find accurate answers with minimal effort
  • 79% of customers prioritize quick resolution when working with customer service

Self-service technologies simplify the troubleshooting process for both customers and employees, ultimately increasing customer satisfaction

What Is Self-Service?

Self-service technologies give users access to resources that offer solutions to their problems, without any help from a customer service representative. Today’s self-service industry seems revolutionary, but the concept dates back to 1833 when the first self-service vending machines appeared. 

Obviously, the self-service industry has made significant progress over the past 2 centuries. Today, customers have access to self-service technologies like: 

  • Chatbots
  • IVR
  • Social networks
  • SMS messaging
  • Online portals
  • Knowledge bases
  • FAQ articles

As customers continue to shop and communicate online, self-service technologies have become second nature to users. In fact, 79% of consumers intend to continue or increase their use of self-service technology. Not only that, but customers are already managing about 85% of their company relationships without human interaction.

image shows that customers are managing 85% of their company relationships without human interaction
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Because of this, self-service is available in almost every industry and enables customers to have an active hand in the user experience. 

What Do Self-Service Technologies Have To Do With Customer Satisfaction?

We’re glad you asked. Self-service technologies offer a quick and easy way for customers to learn about a company’s products, services, and policies. Self-service channels have become so popular because they’re convenient, flexible, and always accessible. 

Today’s customer seeks value with minimal effort, making the efficiency of self-service technologies a direct path to increased customer satisfaction. 

bar graph shows that customers value quick resolution and response
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But self-service technologies aren’t just beneficial to customers. They also help employees find accurate answers quickly, making both human customer service and remote work more efficient. 

The Benefits of Self-Service Technologies

There’s no question that the convenience of self-service technologies has a huge impact on customer satisfaction. Below, you’ll learn even more benefits of building quality self-service platforms. 

Lower Support Costs

When agents can solve problems quickly, your company needs less hands-on help. With self-service technologies, employees can find answers in seconds instead of being tied up by problems with an easy fix. If your company can perform with just one less customer service agent, you’re already lowering costs by thousands of dollars.

bar graph shows the vast difference in cost between call center technical support and self-service technologies
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24/7 Support

Although self-service can’t solve every problem (yet), it definitely minimizes the number of issues that need live help. If users run into a problem at 3 AM, you can rest assured that your self-service technologies will point customers and employees toward a solution. 


Self-service technologies act as a filter, making sure that time spent on troubleshooting is time well-spent. With the efficiency of quick answers, you can ensure that agents are putting most of their efforts towards solving complex solutions. 


With so many forms of self-service technology, companies can offer solutions to problems on a variety of platforms and channels. Doing so will heighten customer satisfaction since users can choose their preferred self-service method to find answers. 


Since self-service technologies are networked, they can be accessed remotely from anywhere that has an internet connection using cloud-based software, like a CCMS. This means new content, software, fixes and more can be easily updated from anywhere in the world. 

Ability To Serve More Customers

Customers will only wait so long on the phone before a support agent can provide service. With self-service technology, the wait is over. Customers can have access to alternative solutions, instead of having no choice but to wait for a support agent that’s high in demand. 

Consistent Quality

Self-service technology removes human error that’s associated with an ill-prepared or under-experienced staff. Offering solution-based resources to users ensures that messaging and information are not only accurate but consistent. Research proves that the customer experience influences sales and loyalty, making consistent satisfaction the key to success.

graphic shows that 86% of buyers will pay more for a positive customer experience
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Increase Customer Satisfaction Today With Heretto

Self-service technologies increase customer satisfaction by providing easy access to problem-solving resources. Today’s customer values convenience, making self-service platforms critical to ensuring a positive customer experience. 

Customers aren’t the only ones who deserve convenience. Heretto helps companies build better self-service sites so users can find answers quickly. From chatbots and custom apps to car dashboards and medical devices, Heretto makes self-service possibilities endless.

Customer Experience and Long-term Value (LTV)

While new customers are always vital to your organization’s success, so is investing in the long-term value of your current customers.

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