When it comes to customer support one of the most frustrating aspects is waiting for a representative to respond. Self-service centers solve this problem by allowing the customer to find answers on their own.
This infographic by Salesforce shows some key facts about self-service centers. 72% of people think customer portals are a fast and easy way to handle support issues. 45% of customers abandon online purchases if they cannot find information quickly. To improve self-service they suggest putting search bars front and center, support content is made current and useful, and to flag customer service cases that have a need for support content.