75% of respondents find self-service to be convenient.

67% prefer self-service to speaking to a support

representative.

40% go on to calling support after they’ve looked for

an answer via self-service.

** Data from Nuance, featured on the Zendesk blog.

** Data from KCS found in the Practices Guide.

If customers find helpful information 40-50% of the

time, they are likely to use self-service again.

People come for the

information and they stay

for the relationships.

Amy Jo Kim

— Community Building on the web: Secret strategies for successful

online communities, 2000

Daily active users

Monthly active

users

Number of

members

Posts per unique

user

Comments per

unique user

Forum views:

tickets ratio