3 Challenges to the Growing Trend of User Self-Service

“Self Service is becoming more widely accepted, and, in some case, it’s becoming more widely preferred.” – Shep Hyken

With ample technology available, businesses turn to customer self-service as a means to cut costs on staff and enhance usability on a site. Customers can quickly get things done on their own, leaving them satisfied and more willing to return for more.

Want a refresher on what self-service technical support is? Take a look at this video where Shep Hyken explains the different forms that self-service can take:


Now that you’ve watched the video, let’s discuss some of the caveats. Self-service doesn’t always produce the results we want. Let’s take a look at some of the challenges faced when providing self-service:

1. Instant Gratification

Users want self-service that loads quickly or else they will leave.

The Internet has created a society that desires instant gratification. When a website or application takes too long to load, they become impatient. Often users will simply click away rather than wait. In fact, 40% of people will abandon a web page if it takes more than three seconds to load (Econsultancy). Make sure your website loads quickly so you won’t lose valuable business.


2. Fear of Technology

Users should find self-service simple and easy-to-use.

Self-service shouldn’t make things more difficult for people. Anything involving programming or in-depth experience with technology will scare away valuable customers. On the contrary, a good self-service technology should prove simple to all users. Create a step-by-step system. Integrate an online guidance and engagement platform like Walkme that “walks” users through self-service with pop-up instructions.


3. Customers Want Answers… Now!

Make sure a customer support agent can assist users immediately.

While a well-designed self-service platform should allow users to work independently, they will inevitably confront issues. Nothing frustrates a customer more than if they have questions with no one to answer them. And guess what? According to a Mobius Poll, 80% of customers prefer to speak with a representative on the weekends! 24/7 Live Chat support eliminates this issue.

Customers can conveniently ask questions right from their browser. This reduces abandonment from users who give up when a staff can’t help. Customers will feel more satisfied to accomplish their needed tasks right away with the assistance of a live customer service agent.

Companies who invest in self-service will benefit from a higher retention and conversion rate. Whether completing a purchase or signing up for a newsletter, self-service allows visitors to quickly accomplish their desired tasks. That means satisfied customers who will return for more business in the future.


This article is part of a book called ” How to Perfect Customer Self- Service in a World Gone Online.”

Claim your free copy by filling the form below.


The book covers a range of topics including:

Chapter 1: The Evolution of Customer Self-Service

Chapter 2: Self Service in a World Gone Online

Chapter 3: How to Make Online Self-Service Easy

Chapter 4: The Road to Perfect Self- Service

Chapter 5: Self – Service Technologies

Chapter 6: How to Encourage Customers to Use Self-Service

Chapter 7: The Challenges of Self-Service

Amy Clark is the Lead Author & Editor of IWantItNow Blog. Amy established the Customer Engagement blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to customer service, support and engagement.