5 Layers of Customer Self-Service

How customers move through the customer self-service journey to solve issues on their own

As customers move through layers, frustration builds

As customers move through these layers of self-service, their effort level increases. The chances they’ll abandon the channel altogether increases in kind. And they’ll only move to the next level if they have to. Companies that understand the self-service journey are better equipped to support it.

What you'll learn

The primary ways customers seek self-service

Common causes for abandonment of a given self-service channel

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