More often than not, customers would rather help themselves than reach out to a support agent. Offering a self-service service option can not only provide quick and easily accessible answers to customers, it can also reduce agent workloads. According to Forrester, the “use of help or FAQs on a company’s website increased from 67 percent in 2012 to 81 percent in 2015 among US online adults.”
See what Zendesk Guide users had to say about the benefits of self-service and proper knowledge management:
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