A study by Forrester found that 80% of customers across multiple industries prefer self-serve usage and 60% of them prefer to use forums to resolve their issues.
What does this tell us?
This shines light on the need for a business to offer their customer’s knowledge assets on frequently experienced issues.
Self-serve portals serve as the bridge between customers becoming raving fans of your product. At one end you may have a buyer with a query and at the other end you need to have a self-serve hierarchy in place that uses FAQ’s, articles and chat bots to convey the exact pieces of content that would assist the buyer in resolving his query.
Let’s take a closer look at some hard numbers on why self-serve portals are winning the day.