This article discusses various customer support channels. #5 is Self-Service, describing it as the “king of efficiency.”
That’s why we love customer self-service tools like knowledge bases and other support documentation–they lower your support burden and provide a better experience for your customers.
5. Self-Service The king of efficiency when it comes to customer service is self-service. Although it can take quite a lot of time and energy to produce self-service documentation, the initial cost is quickly outweighed by your potential return. A great knowledge base allows customers to conveniently find the answers they need on their own, and means one less interaction for your busy agents. A knowledge base can provide information about your products, features, pricing, services, and even identify and address common concerns and problems.