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Self-service support

Definition

Self-service support is when customers use your resources to find solutions to their problems independently instead of contacting your team.

Good self-service resources let customers quickly find answers to their questions at any time. Nowadays, customers expect the companies they buy from to offer self-service support.

Self-support doesn’t just benefit your users: it's highly advantageous to your company too. It helps you cut costs as it is typically far cheaper for customers to solve problems on their own than speaking to an agent.

Rapidly growing companies also benefit as they can help a growing customer base without continually hiring more agents.

What types of self-service support are there?

There are many ways to offer self-service support. They include customer communities, knowledge bases, online videos, blog posts, courses, and chatbots.