eBook Magazine Self Service User Experience 
CSM Magazine
MAY 24, 2021
Gartner reports that 40% of live support interactions could be resolved in self-service channels. According to Gartner , 70% of a business’s customers use self-service tools, but only 9% end up fully resolving their issues. It’s because many of these self-service options simply don’t work. The problem?
ChurnZero
MARCH 27, 2020
” As New York Magazine shares , during a postmortem, a Microsoft employee attributed Clippy’s fatal flaw to being “optimized for first use”—only taking into account novice Microsoft users. Had Clippy targeted his help based on users’ behavior and engagement, his saga may have ended differently. His famous last words?
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