When customers prefer to help themselves and companies benefit twice
When did you last ask Google or ChatGPT first – and not the hotline?
Perhaps it was a faulty WiFi connection, a software error, or setting up an incomprehensible device. Before we call anyone today, let's look for the answer ourselves. This is no longer a coincidence, but part of a profound change: Customers don't want to wait – they want to act.
From hotline age to self-service culture
Just a few years ago, self-service was considered an additional offer. It is standard today. According to a Salesforce study 61% of customers prefer to solve simple problems themselves rather than contact support. And it is no coincidence that 80% of top service companies already rely on self-service – compared to just 56% of the less successful ones.
Self-service means control, speed, and trust. Instead of passively waiting for answers, customers can take action and solve their problem at their own pace. This is also changing the relationship between companies and customers: Whoever is understood stays.
Read more about this in the blog post: A sense of success with self-service – repairing makes you happy
From enthusiasm to basic factor
The KANO model describes how expectations are shifting. Self-service used to be an “inspiration” – a bonus that surprised. Today, it is one of the basic factors: If it is missing, frustration results.
An example: In the past, it was considered innovative when customers were able to set up the router themselves. Today, it is expected. The digital transformation has redefined the standard: It is not the existence of an offer that counts, but how simply it works.
Success factors for effective self-service
For self-service to be truly used, four principles must be met:
1. Transparent user guidance
Step-by-step instructions, clear language and visual aids are crucial. Customers don't need technical terms, but guidance.
2. Offline functionality
Self-service must work even if the problem involves the Internet. Offline modes or local data storage are not a luxury, but a requirement.
3. Seamless integration
Self-service must not be a parallel universe. It must be part of the service landscape – closely interlinked with chat, portal and hotline. If an issue cannot be resolved digitally, the transition to support should be automatic and loss-free.
4. Feedback & data backflow
Each use provides valuable insights into which questions arise and where processes snag. This data improves products and relieves support over the long term.
Digital first – with a human touch
A common misconception is that self-service replaces people. The opposite is true – it creates space. Routine issues are resolved automatically so that service employees can concentrate on complex cases that require empathy and tact.
In the MyProvider App self-service, for example, never ends abruptly: If a problem cannot be solved, it is automatically handed over to support – including all information that has already been collected. No repetitive explanations, no frustration.
The result is a hybrid model in which technology takes over routine and creates trust for people.
The continuous self-service cycle
With the solutions MyProvider and Entry Conntac shows how self-service works along the entire service chain:
- MyProvider helps end customers set up and solve problems – step by step, intuitively and available at any time.
- Entry ensures efficiency and security in field service on the company side – with digital check-ins, live monitoring and automatic alerting.
The result: A continuous flow of information between customers, service and sales representatives – without media breaks, without double effort.
Conclusion: Self-service is cultural change, not a tool
Self-service isn't software, it's an attitude. It's about empowering people – not replacing them.
Companies that think about self-service win twice: They create more efficient processes and at the same time strengthen the trust of their customers.
You can find examples on our References page.
Online talk on the topic
Watch the appropriate talk with Dario and get further information in the playbook: “Understanding self-service – How customers are taking action themselves today”
Learn how MyProvider and Entry make self-service a reality – for satisfied customers and relieved teams.
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