the importance of self-help options is growing Consumers want good customer service, but it was curiously apparent from research undertaken by Gartner in the United States that 50% of customers think that it is important to solve product or service issues themselves. Some 70% of people believed that a business’s website should have self help […]

the importance of self-help options is growing Consumers want good customer service, but it was curiously apparent from research undertaken by Gartner in the United States that 50% of customers think that it is important to solve product or service issues themselves. Some 70% of people believed that a business’s website should have self help applications. Of course, software and hardware businesses, and the IT sector in general, have understood this for years. They have also recognised the cost savings it can deliver. Key statistics arising from this research included the following: 83% are inclined to go to a business’s website for information 51% prefer self-help options to be available on a brand website 56% have changed brands or suppliers because of a poor website experience Gartner also predicts that customers will manage up to 85% of their interaction with a business through a business’s website. This research highlights a…