Topic: `self-service-customer-preference`

9 entries tagged self-service-customer-preference.

Reference entries (9)

research-notes QUARANTINE — "Microsoft reported a 22% reduction in support tickets" / "Spotify forum resolves 30% of issues"
research-notes QUARANTINE — "Self-service interaction costs $0.10 vs $6-$12 for live agent" (attributed to Forrester)
research-notes QUARANTINE — "67% of customers prefer self-service over speaking with a live agent" (attributed to Zendesk)
reference Gartner (April 2021) — 62% of millennials and 75% of Gen Z would use noncompany guidance (Google, YouTube) to self-resolve, even when they can contact support
reference Gartner (Sept 2019, 8,398 customers) — company website preferred by 12% / search engine by 4% for issue resolution; phone leads at 44%
reference Forrester 2015 Customer Lifecycle Survey — 53% of customers likely to abandon online purchases if they can't find quick answers; 73% say valuing their time is most important
reference Forrester (2016) — web/mobile self-service overtook the phone; FAQ-page use rose from 67% (2012) to 81% (2015) of US online adults
reference HBR (Dixon et al., 2017) — 81% of all customers attempt self-service before reaching out to a live representative
reference Research brief: the searchable, structured catalogue as a working tool — when records-not-prose pays off (June 2026)