Self-Service: Create Happy Customers & Reduce Costs

Helping customers help themselves — also known as “self-service” — has become a necessity in CX programs. This report will explore the reasons why that is, and will highlight the building blocks needed to achieve success in implementing self-service.

Why is Self-Service Adoption on the Rise?

In October 2017, Aberdeen published the Omni-Channe/ Customer Care: How to Deliver Context-Driven Experiences study, highlighting how firms deliver customer support across multiple channels. Findings from this research revealed that 40% of companies currently have a self-service program (see sidebar) in place, and another 27% of firms consider establishing one in 2018 and beyond. Together, these numbers mean that self-service is not an emerging best practice or trend. Rather, it’s an established activity companies of all sizes use to varying degrees.

Companies build and manage self-service programs for numerous reasons. Overall, the reason why more firms incorporate self-service within their customer experience management (CX) programs is because it delivers results.