1. Connecting with the Self-
Service Customer

2. 40% of consumers
prefer self-service
to human contact
for their future
contact with
companies
(The Real Self-Service Economy)
.. And 70 %
expect a
company
website to
include a
self-service
application

3. Top 5 Sources of Assistance Consumers Desire
to See on a Brand of Organization’s Website:
(61%) A telephone number to call
customer service
(60%) Email address for customer service
(57%) Live chat
(51%) FAQ section or knowledgebase
(34%) Click to call, having a live agent call back

4. 70 % EXPECT
a company website
to include a self-
service application

5. 31% of all
customer
interactions
today are
conducted
via the Web

6. 56% cite a lack of online
information about
products or services as
their reason for
abandoning a website
54% of executives with web or
mobile self-service capabilities
report increased Web traffic
since launching online self-
service on the Web or mobile

7. of consumers go directly
to business websites
or turn to Google, Bing, or
another search engine to
find information on
products, services or
businesses before any
human to human
interaction takes place
(Fleishman-Hillard)
89%

8. Highest concentration of Web self-
service capabilities are currently in:
52% 50%
Finance
and
insurance
sectors
Government,
education,
non-profit
sectors

9. 75% of
consumers
move to
another
channel when
online
customer
service falls
Forrester estimates that
unnecessary service costs
due to channel escalation
are
$22 million on average

10. 83% of customers would be more likely
to recommend a company which offered
“easy-to-use and consistent” self-
service over mobiles phones
- Amdocs
Nearly 60% of
consumers now
research products via
the mobile web

11. Consumers who would prefer using
online support if it provided
accurate information
say not having to speak with someone
is the top element of a great
online experience
of “How do I ” calls that’s could be
deflected via an online knowledgebase

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