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Use attributes in format region_from and region_to= to change the languages showing in language switcher.
Available regions are:
europe_from europe_to
asia_from asia_to
mideast_from mideast_to
america_from america_to

europe_from=0 europe_to=22 will put all languages (ordered in language switcher settings) from 1 to 21 to Europe region:
asia_from=22 asia_to=25 will put all languages from 23 to 24 (so only 2) into Asia region.

research 19 illu

The need for self-service

Knowledge bases and customer portals are highly sought-after forms of customer service. They attract between 2 and 4 times as many visitors as live chat, phone support, or social media support. According to our research, 66% of customers try to solve their issues independently before contacting customer support, and 67% list self-service as their preferred support method. In contrast, only 1% of customers try self-service after looking for help elsewhere.

However, customers aren’t always successful in resolving their problems as not all businesses offer self-help tools. In fact, over half of all consumers say that they cannot resolve an issue on their own because there is too little information online.

Despite this, more than 90% of customers expect businesses to provide an online self-service portal. When they cannot find the needed information online, their dissatisfaction shows up in customer churn, with 22% of customers abandoning their carts when they cannot find the information they need.

On the other hand, accessible support portals can boost sales. According to Microsoft, 79% of millennials are more inclined to buy from brands with a mobile-responsive customer support portal. 

Customer portals typically consist of knowledge bases filled with valuable materials such as FAQs, how-to guides, forums, and feedback and suggestion boxes. Customers can use these portals to search for information, interact with other customers, submit tickets, and track ticket statuses. However, despite the demand for self-service, only around 10% of customers use customer portals to their fullest potential. Moreover, only 1% of tickets are submitted through customer portals. Instead, most customers use customer portals to find information that can help them resolve their queries. As such, over 90% of knowledge base traffic comes from how-to-articles and similar resources.



of consumers expect an online portal for customer service.




of millennials are more inclined to buy from brands that have a mobile-responsive customer support portal.




of respondents prefer self-service over speaking to a company representative.


research 19 67percent



of customers try to solve their issues independently before contacting customer support.


research 19 66percent



of customers abandoned a shopping cart due to lacking information. Tyche Softwares



of all customer portal traffic comes from knowledge base articles.


research customerPortal


People use self-service support portals

2-4 times

more than chat, social media, or phone support but three times less than email support.


research 19 2 4times



of tickets are submitted through the customer portal. 





of customers utilize the customer portal to its full potential.


research 19 10percent


Over half of consumers say that the main reason they cannot resolve an issue on their own is because there is too little information online.


research 19 overhalf consumers


A small proportion of customers


switch to self-service after unsuccessfully contacting support via other channels.


research 19 1percent

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