2022 B2B Self-Service Experience Report ⟶

How complete self-service models improve CX, boost revenue per customer and deliver on personalization

Zoomin improves self-service for enterprises with complex products

With over 130 million live answers served and counting, Zoomin is trusted by many accomplished brands worldwide to deliver stellar product content experiences

Benefits Of Self Service For Customers

Customers today are informed, active, and often tech-savvy. Customers are invested in their own customer experience, less willing to wait, and demand reliable solutions quickly. Self-service is an answer to customer trends and demands and is changing how businesses interact with customers. New customer trends may require more self-service options, but self-service is not a new concept. For example, automated teller machines or ATMs have been around for decades. Another example of customer self-service is at the gas station with self-service gas pumps.

How customers interact with companies online is where self-service is transforming rapidly. Brands, products, services, and healthcare providers implement customer self-service features through their websites, apps, and often a customer self-service portal. Many of these self-service options put customers in control of their experience with a business. Customers typically want to receive the most value for their time and money without investing much effort. Today customers desire some control and responsibility for their transactions and interactions with companies but still hold companies accountable for their overall customer experience and satisfaction. Customers holding businesses responsible for this makes implementing self-service features seem to be contradictory and risky; however, when done well, companies can create a positive customer experience and give customers what they want - rapid gratification. New self-service trends and technology give businesses a unique opportunity to enhance their customer's overall experience while reducing costs and stress placed on their teams.

There are many benefits of customer self service for businesses, so what are the benefits of self-service for customers? Customers today like to feel empowered to solve their issues quickly and at a time that is convenient for them. Providing a customer self-service portal allows customers to access their accounts through a secure login. The self-service portal login leads customers to their customer profile, from which they can access self-service knowledge bases, FAQs, community forums, chat features, and other tools to help them resolve issues or answer questions. Customer self-service portal examples include patient portals offered by many healthcare providers today. Patients log in to a secure portal using a unique password and can communicate with healthcare providers, request prescription refills, schedule appointments, and more.

There are many types of customer self-service portals. For example, customer self-service portals are designed to function as a simple, easily accessible resource for customers to resolve questions or issues, track shipments, make orders, or chat with representatives. An employee self-service portal works similarly to the customer portal, allowing employees to access relevant resources to perform their jobs better, manage payroll, communicate internally, and access other important company information. Overall the benefits of self-service technology are paramount and will continue to evolve and grow.

Customer Self Service Examples

In the past, good customer service depended on an immediate answer to a phone call and a quick resolution to the customer's issue. The call center industry is massive and still needed today. Customer self-service is not replacing the need for human agents; however, customer self-service meaning now becomes a way for agents to focus on more complex issues and answer calls quicker due to fewer calls in queue. With the help of customer self-service software like Zoomin, companies can quickly implement an effective customer self-service strategy and improve customer and employee satisfaction.

Customer self-service makes it easy for customers to solve their own issues without needing to call an agent or even send an email. Customers prefer to help themselves. In addition, self-service options allow customers to access information and resolve issues anytime, day or night. Customer self-service examples include a well-developed FAQ page, a thorough knowledge base or help center content, and a community forum space where customers can help each other. More examples of customer self-service are AI-powered chat and messaging features, an automated call center, and a company mobile app.

The best self-service strategies include combining several self-service methods and ensuring customers have easy access to contacting a live agent when desired. Customer self-service is rapidly becoming the most preferred method for customer service from both company and customer perspectives. Customers prefer self-service options because they allow customers to find faster solutions without waiting on hold. For employees, self-service options provide customer service teams with a more positive, productive work environment. Another benefit for companies is that self-service options are relatively easy and cost-effective to implement.

What Is Self Service

Self-service customer service is an approach to customer service where users can access resources to find solutions independently without needing assistance from a human call center agent. What is self-service in other areas outside customer service? What is self-service in commerce? There are different types of self-service. For example, many restaurants are implementing self-service kiosks allowing customers to place orders and pay without approaching a counter or employee. Self-service in commerce occurs through self-checkout stations in grocery stores or big box chains. Another example of self-service in commerce involves airline kiosks where travelers check-in for flights and print their luggage tags without the assistance of an airline employee.

Most companies today encourage customers to download an app. Some company apps only serve to announce sales or offer discounts, but some feature self-service options. What is a self service app? An example of a self-service app is an application that allows users to obtain information or complete a transaction without needing the help of a human representative. Ride apps or food delivery apps work as self-service apps. For example, customers can order a car to pick them up or food delivery without speaking to a human representative. The entire transaction, from order to payment, is completed through the app. Many self-service apps can work on mobile devices, desktop computers, or tablets.

Various self-service tools are available today; some may not be as obvious as self-service. Today, consumers are so accustomed to self-service that it is expected and not recognized as self-service. For example, what is self service on mac? For Mac users, self-service is a specific location on a device where customers can find updates, plugins, and documentation, submit help desk tickets, use maintenance tools, and more. Many companies request customers to set up an account on their company website or app. If you have ever wondered what is a self-service portal it is easy to identify. When you enter information on a company website and then use a secure login to access a customer account or profile, that is a self service portal. Through a self-service portal login, customers can access account information, perform administrative tasks for their account, request help, and find answers to questions. In addition, self-service portals allow repeat customers to keep track of order information, place new orders, and often set up recurring payments or orders for products or services.

Content experiences matter

Deliver a self-service experience customers will love you for

of the time customers looking to self-serve find irrelevant or outdated content
of support cases can be deflected by better content experiences, say customers
of users say content frustration would lead them to switch brands

See for yourself! Get the Frost & Sullivan research

Get the Brief

Advantages And Disadvantages Of Self Service

There are many customer self-service benefits; however, self-service efforts can sometimes fail. As with anything, there are pros and cons to implementing self-service options. One of the disadvantages of self-service technology is the lack of connection with existing and potential customers. While customers demand more self-service options and fast service and prefer never to call a customer service representative, they also like a personalized experience. Personalization is challenging and one of several self-service disadvantages. The advantages and disadvantages of self-service often mirror each other. For example, customers demand options that do not require human interaction but also want to be able to contact a human representative quickly at their convenience. Contrasting demands pressure businesses to set up effective self-service options for their customers while maintaining a fast, efficient team of customer service representatives who are ready to serve at all times.

Other disadvantages of self-service technology include confusing navigation for customers and the need for constant analysis and monitoring on the company's part. Therefore, self-service options from websites to store kiosks must be simple and user-friendly. Simple, user-friendly features are not always easy to set up with the highly advanced products and services on the market today. Services like Zoomin help companies set up complex user information into easily accessible and understandable self-service versions for their customers.

What Is Customer Self Service

Customer service is multi-faceted, and customers' needs seem to change constantly. What is customer self-service? Customer self-service is a customer service method that allows companies to provide online support without interacting with customer service representatives. Desiring resolutions without calling customer service answers the question of what is self-service in terms of customer service, but what is self-service in commerce? Self-service in commerce examples include self-service checkout stations in grocery stores and self-service gas station pumps. Another example of self-service in commerce involves apps and website functions, allowing customers to make and manage orders without speaking to anyone. Customers today require 24/7 access to almost everything, which explains why self-service is important. There are many benefits of customer self-service. For example, it is cost-effective, and customer self-service statistics show an improved overall experience for both customers and employees for companies implementing customer self-service options. Customer service statistics for call centers significantly improve when companies invest in customer self-service software like Zoomin to help them establish effective website FAQ pages, knowledge bases, and community forum pages.

Self-service is quickly becoming the first choice for both companies and customers. Most customers prefer self-service through a company's website over human contact. When companies implement customer self-service, it is critical to make the options simple and user-friendly. Another significant part of maximizing a customer's experience with self-service options is always providing a way for customers to contact representatives if they have the need or desire.

Customer Self-Service Statistics

The advantages of customer self-service are evident by the statistics that show it is an efficient way for businesses to deliver support. In fact, there are many customer self-service statistics that demonstrate the value of this type of service. Whether you’re looking for customer service statistics to get an idea of what good customer service looks like, or you’re conducting self-service research of your own, there are many different resources that prove the effectiveness of customer self-service.
For instance, Zoomin notes that 52% of support cases can be avoided through great content experiences, 90% would recommend a product after a good content experience, and 70% of traffic goes to product content. If you don’t work to fix and enhance your product content experience, the customer journey will remain perpetually broken. This is why it’s critical to dig into the customer experience statistics for yourself, see the value of self-service firsthand, and look for ways to implement these tools and resources into your business.

Insights to inspire a new approach to self-service

research Report

Data: Here's what you're missing about the impact of your technical content on your customer experiences



Join our CX executive community to learn, share and network around empowering customer growth

> Join community


Test your self-service experience: how easy is it for your customers to find the information they are looking for?

> Take test


Here's how you can use your technical content to drive digital transformation.

> Get ebook
Boost satisfaction
Ease adoption
Reduce costs
Boost satisfaction
with Zoomin's solutions

Your radically improved product content experience starts today

Get started