Customer Perceptions and Expectations of Self-Help and Social Support

Customer Perceptions and Expectations of Self-Help and Social Support

More than two-thirds of customers indicate that they attempt to help themselves when they need technical assistance. A general web search (e.g. Google or Bing) is the most likely first action customers take when attempting to resolve technical support issues on their own. In general customers find good information and are reasonably satisfied with their results.  This ServiceXRG study examined the expectations and perceptions of 588 individuals that uses self-help resources to resolve technical support issues.

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Description

More than two-thirds of customers indicate that they attempt to help themselves when they need technical assistance. A general web search (e.g. Google or Bing) is the most likely first action customers take when attempting to resolve technical support issues on their own. In general customers find good information and are reasonably satisfied with their results.  This ServiceXRG study examined the expectations and perceptions of 588 individuals that uses self-help resources to resolve technical support issues.

More than two-thirds of customers indicate that they attempt to help themselves when they need technical assistance.

Findings and Implications:

  • Customers will attempt to help themselves more often than they will seek assistance directly from vendors.
  • Companies that develop quality knowledge with open access polices engage more customers.
  • Companies that engage more customers have greater control influencing customers’ service experience yielding higher satisfaction.
  • If vendors cannot provide the information that customers need they will look for that information elsewhere.
  • In the past, each service need was a chance to engage a customer and positively influence the service and product ownership experience. Today, each service need is a chance to lose a customer.

This report will help you:

Consider what your customers do when they need help.
Provide research-based benchmarks to understand how your customers may behave.
Gain insights into the self-help resources and content that customers value most.
Consider the pros and cons of making your knowledge available to customers through self-help resources.
Develop a self-help and knowledge management strategy that engages customers.

This Report Includes:

Pages:

36 Pages

Topics Covered:
  • The types and severity of issues that require customers to seek technical assistance.
  • The first actions customers take when seeking technical support.
  • The self-help resources customers use first.
  • A comparison of the use, satisfaction and effectiveness of web searches, communities, and vendor self-help web sites.
  • The amount of time customers spend searching for answer on their own.
  • Customer perceptions about the experience they have when searching for answers using self-help resources.
  • The type of resources customers review, and the length of time spent.
  • The source of the most useful self-help content
  • The quality and effectiveness of answers found using self-help resources.
  • The use and effectiveness of support communities as a self-help resource.

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