Topic: `self-service-findability-failure`

4 entries tagged self-service-findability-failure.

Rules (1)

rule R5 — Self-service most often fails on findability; deliver self-service via structured, queryable records, not un-queryable documents

Reference entries (3)

reference Gartner / Eric Keller — single most common self-service failure mode is inability to find relevant content; appears in >43% of cases
reference Gartner (Aug 2024) — only 14% of customer service and support issues are fully resolved in self-service; only 36% for "very simple" issues
reference Research brief: the searchable, structured catalogue as a working tool — when records-not-prose pays off (June 2026)