How many customers prefer self-service over speaking to a company representative?

67% of customers prefer self-service over speaking to a company representative

The world is becoming increasingly fast-paced, and customers want instant solutions to their problems. In this era of on-demand services, self-service has become an increasingly popular option. A recent study found that 67% of customers prefer self-service over speaking to a company representative.

Self-service offers many benefits to customers, including convenience, accessibility, and speed. With self-service, customers can get the information they need or resolve issues without having to wait for a representative to become available. It allows customers to interact with a company on their terms, which is essential for today’s consumers.

One of the most significant benefits of self-service is that it is available 24/7. Customers can access self-service portals or chatbots at any time, which means they don’t have to wait for business hours to get the help they need. This flexibility is particularly important for customers who work unconventional hours or live in different time zones.

Self-service also offers customers a greater sense of control. They can navigate through the information and find what they need without feeling pressured or rushed. This level of control can be particularly important for customers who are anxious or overwhelmed.

Another advantage of self-service is that it can be personalized to the customer’s needs. Companies can use data and analytics to create personalized self-service experiences for each customer, which can increase customer satisfaction and loyalty. With self-service, companies can gather information about the customer’s preferences and use it to create a tailored experience.

However, there are also challenges to self-service. Customers may not always find the information they need, and self-service tools may not be intuitive or easy to use. This can lead to frustration and a negative customer experience. It is important for companies to ensure that their self-service tools are user-friendly and easy to navigate.

In conclusion, self-service is an increasingly popular option for customers, with 67% preferring it over speaking to a company representative. It offers many benefits, including convenience, accessibility, and speed, and can be personalized to the customer’s needs. However, companies must ensure that their self-service tools are user-friendly and easy to use to ensure a positive customer experience. As customer expectations continue to evolve, companies that embrace self-service will be better positioned to meet those expectations and remain competitive in the market.

More Customer Engagement Stats

Only 60% of sales reps meet quota

40% of all customer interactions will be automated through AI and machine learning by 2023

44% of People go Directly to Amazon to Start their Product Searches, Compared to 34% who use Search Engines like Google, Bing, and Yahoo to Search for Products

38% of People will Leave a Website if they find the Layout Unattractive

41% of companies struggle to quickly follow up with leads

61% of customers believe that surprise gifts and offers are the best way to engage customers

B2B Companies Achieve 63% Lower Customer Attrition and 55% Higher Share of Wallet in B2B Engagement

Around 45% of web store payments are made with digital and mobile wallets

More than Three-Quarters of Online Shoppers Would Like their Orders Shipped the Same Day

Americans Spend 36% of their Shopping Budget Online

More 2022 Stats

60% of customers say no four times before saying yes.

Top Performers Receive 40% More Questions During Discovery and 43% More Questions During Presentations

40% of sales reps still use tools like Outlook or Excel to store customer and lead data

2% is the average success rate for cold calling

72 percent of business leaders said that sales tool integrations are essential to retaining business and beating the competition.

47% of Sales Professionals Don’t Cite Selling as Their Main Activity

In a recent McKinsey study, 61% of survey respondents said that, before the pandemic, they primarily sold their business’ products through traditional in-person sales — that number has since fallen to 29%.

82% of top performers say they “always” perform research before reaching out to prospects, and report higher usage of sales technology across the board.

55% of B2B buyers search for information on social media.

Top Performers Make 54% More Conversation Switches on Calls and 78% More in Presentations

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