5 Layers of Customer Self-Service

Learn how, when, and where customers move through the customer self-service journey to solve issues on their own.

As customers move through the layers, frustration builds

Customer experience today is all about effort. When customers need help, they turn to the easiest, most convenient option first. And they’ll only move to the next level if they absolutely have to. Why? Because they know that the next layer down—a chatbot, email, or phone call—will require far more effort than they’re willing to spend. Our free infographic lays out the five most common layers of self-service, ordered by effort level and risk of abandonment.

What you’ll learn

The primary ways customers seek self-service
Common causes for abandonment of a given self-service channel
How to reduce friction for customers every step of the way

Download the complete infographic