customers prefer knowledge bases

47 percent of customers cited searchable knowledge bases as the most efficient form of self-service.

1. Software updates 56.6%
2. Knowledge bases 47.2%
   
3. Documentation 13.4%
4. Product and service info 13.1%
5. Ability to give feedback 12.2%
6. Submit incidents 6.3%

Results based on a survey featured in the ServiceXRG report Self Service Excellence

Call Center Industry Stats

CRMzine

technorati tag: Business