Unveiling Blind Spots in the B2B Self-Service Experience

Self-service isn’t just a scalable and cost-effective way to provide support – it’s a cornerstone of nearly every great digital customer experience.

That’s because most customers now prefer to self-serve rather than speak to a company representative. Yet, according to Gartner, only 9% of customers report being able to resolve issues completely via self-service.

We’ve partnered with Frost & Sullivan to answer the question: “What blind spots are preventing your organization from providing the knowledge experiences your customers expect?”

Here’s what to expect…

Zoomin and Frost & Sullivan surveyed B2B professionals in order to understand: 1) customer expectations of the self-service knowledge experience, 2) how they’re actually experiencing self-service content, and 3) how this compares to the experience CX and Support executives think they’re providing.

In this webinar, we’ll explore the answers to questions such as:

  • What elements do people find most important in the self-serve knowledge experience?
  • Could support cases be resolved independently if this experience was better optimized for customer needs?
  • What role does the knowledge experience play in customer churn, loyalty and advocacy?