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 portals 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

Self-Service Customer Experience

A self-service customer experience combines customer-initiated interaction through technologies designed to enable customers to help themselves. Some examples include electronic records management systems, website chat features, and knowledge bases. There are many benefits of providing customer service through self-service, meaning providing online support without the need for any interaction with a human representative. For example, a website that provides a user-friendly, thorough, frequently asked question FAQ section. The FAQ page offers direct help for many common customer questions, allowing customers to find answers quickly without waiting on hold or needing to explain their questions to someone.

A popular self-service customer support service is a self-service portal. A customer self-service portal is a website with a self-service portal login that offers information and resources to help customers find answers, resolve issues, keep track of orders or appointments, and more. A customer portal provides a fast, direct way for companies to offer individualized customer service. Individual logins allow customers to access information about their accounts to resolve issues quickly. In addition, a self-service customer portal is an effective way for companies to market their products and connect with customers to improve company-to-customer relationships.

Customer self-service is a preferred customer service method for both companies and customers. Faster solutions for customers and increased efficiency for customer service agents provide an elevated experience for both customers and employees. A well-developed self-service customer service option will help weed out calls allowing customers to solve frequent, simple issues while helping those with more complex issues navigate to the right agents for help. Customers prefer self-service options that will enable them to help themselves. Likewise, employees benefit from employee self-service features that allow them to perform their jobs better. Ensuring your customer self-service options are thorough and user-friendly is essential when implementing self-service customer service solutions.

Customer Self-Service Examples

Customer service is the process of offering support to customers before, during, and after purchasing products or using services. Customer service aims to help customers have an easy, enjoyable experience with a company and the products and services they offer. Customer service is a concept most people are familiar with; however, a new trend towards self-service is becoming a priority for companies today. What is self-service? In terms of customer self-service meaning, it is a blend of customer self-service and customer support through customer-initiated technologies designed to enable customers to find answers and resolve problems themselves. Customer self-service benefits offer an elevated level of satisfaction for customers and company employees.

Customer self-service examples include publishing a frequently asked questions (FAQ) page on a company website, building an easily accessible knowledge base with help center content online, and providing a community forum for customers to share information. Another way to provide customer self-service is by creating a helpful mobile app. Customer self-service software helps companies implement AI-powered chat and messaging features for customers to have 24/7 access to online help. A self-service strategy may also include an automated call center.

A strong foundation for an excellent customer service experience is simplicity. Companies with successful self-service customer service options have simple, user-friendly features allowing customers to find answers and receive actionable information to resolve their issues. Customer self-service statistics show improved customer experience and a happier staff with increased productivity.

Self-Service Customer Relationship

Customer relations refers to a company's process of nurturing positive relationships with customers. The methods a company implements to foster engagement and improve customer experience and satisfaction are part of customer relationship management. Nurturing customer relationships includes providing customers with a way to find fast answers to challenges they may experience.

There are 4 types of customer relationships:

- Personal Assistance
- Dedicated Personal Assistance
- Self-Service
- Automated Services

Customer relationships examples like personal and dedicated personal assistance rely on human interaction. In contrast, what is a self-service customer relationship? Self-service customer relationship is established when a company provides everything necessary for customers to help themselves. For example, self-service customer relationship examples include a FAQ page, a knowledge base or help center content, establishing a community forum, developing a mobile app, or offering an AI-powered chat or messaging feature on a website or app.

Self-service customer service options foster positive customer relationships. For example, most customers will visit a company website to try to solve a problem before contacting a company directly. When customers can successfully solve their issues while having the reassurance that they can reach an agent if they need to, a positive relationship is established. Thanks to updated technology that is readily available through companies like Zoomin it is easier than ever to develop and establish an excellent self-service customer service experience. Today's businesses must provide an efficient, effective way for customers to solve their problems through customer self-service options.

Content experiences matter

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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

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Self Service Model

Customer self-service channels are a vital part of customer support. Customers who need help with online account information, order information, or other issues most often refer to a company’s online help center, customer portal, or community forum before contacting a customer service line to reach an agent. Setting up and maintaining a self-service model for customers is essential. First, what is a self-service portal? A self-service portal is a fast, easy way for customers to find answers to simple, frequently asked questions about products, services, or policies. Self-service functionality includes an online help center, customer portal, and community forum. Providing different self-service channels is a win-win for a company and its customers. Customer and employee satisfaction improves with a well-developed, effective customer self-service model.

The best self-service business model includes easy-to-find types of self-service support features, including a self-service software portal. Another part of the best customer self-service options consists of a FAQ page. A knowledge base full of informative self-service content must be easy to find, encouraging customer engagement when they visit a company website for customer support. It is best practice to regularly review self-service content for necessary updates, script changes, pricing changes, or other critical information. Another crucial feature when offering self-service content includes accessible human assistance. Many companies drop the ball by making it difficult for customers to contact human customer support. Focusing more on their website content in an attempt to drive traffic to their knowledge base or other self-service options, they lose sight of the main goal, which is to offer customers a simple, easy way to solve issues online or contact the company if needed. This tactic may decrease customer satisfaction by frustrating customers and leaving them feeling stranded. The best self-service model allows customers to access a customer service representative when needed quickly and easily.

Self Service Portal

Customer self-service statistics overwhelmingly support increased customer and employee satisfaction when a company offers an effective self-service model. A self-service strategy has several features, including a FAQ page, knowledge base, and chat features, and often can contain all features within a self-service portal. A self-service portal is a company website requiring a self-service login where customers can access information and resources and find answers to issues and questions. Customer self-service portal examples include customer self-service and employee self-service. The primary function of any self-service portal is to help users address issues, answer questions, and find needed information efficiently and without the need for human interaction. There are times when users need to speak with a human representative. Effective self-service portals complement human service agents; they do not replace human customer service agents.

Self-service portal benefits include expediting common service requests whiles saving time and money for both the customer and the company. An effective self-service portal can help free up customer service agents, allowing them to be available for more complex issues when customers need help. Customer service portals enable companies to offer a more personalized experience for customers while empowering agents with information to complement the self-service portal when needed. Another one of the many benefits of self-service portals that require a login is empowering customers to complete administrative tasks for their individual accounts — for example, updating payment information, addresses, shipping preferences, or other functions through the secure portal without the need for an agent to answer a call and enter data manually.

Overall, self-service portals help customers proactively solve problems. Customers like learning how to resolve issues on their own quickly and efficiently. Self-service portals boost site traffic for the company that is offering them. Site traffic is increased through customer interaction and online search traffic for those looking for answers to their questions. An added bonus to a boost in site traffic is the potential for added customers. In addition, self-service customer service portals allow customers to personalize their experience with a company, product, or service. A self-service portal is a vital tool for companies today, offering a versatile way to combine knowledge base articles, how-to content, and personalized service in a way that is accessible 24/7 to all users.

There are many tools available to help companies establish self-service customer service. For example, Zoomin helps businesses radically reduce support inquiries by helping establish product information libraries as an intuitive self-service experience for customers. Many products on the market today are complex, and a big selling point for products is the ease of use and fast, seamless implementation. A significant part of that process is providing the best self-service customer support experience possible while still offering human customer service support when necessary. Establishing a thorough self-service customer support knowledge base helps reduce time spent by customer service agents answering simple, basic questions. In addition, customers prefer logging in to a customer portal and accessing information themselves. Zoomin helps companies set up extensive, intuitive libraries full of every complex and simple detail customers may need, helping customers rapidly answer their own questions and navigate to human customer support only when necessary.

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