Self-Service Usage Rate

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What is self-service usage rate

Self-service usage rate measures how many customers opt to use self-help resources (knowledge base, chatbots, forums) instead of reaching out to live support.

Impact of self-service usage rate in customer support

This is a strong indicator of both the effectiveness and visibility of your help resources. A high rate suggests customers are empowered and able to find answers easily. A low rate points to poor documentation, difficult interfaces, or low trust in the resources provided.

Formula + Example/Use Case

Formula:
Self-service sessions ÷ (Self-service sessions + Submitted tickets) × 100

Example:
If 600 out of 1,000 users check the help center before submitting a ticket, the Self-Service Usage Rate is 60%. A product team could use this to evaluate if onboarding documents are working or need updates.

What affects self-service usage rate

Quality of help content: Poorly written or outdated articles turn users away.
Visibility of self-service: If customers can’t find the help center, they won’t use it.
User experience of the knowledge base: Cluttered layouts and weak search functionality hurt usability.
Customer behavior: Some segments prefer human support regardless of available tools.

How to improve self-service usage rate

Optimize search and navigation: Use tags, categorization, and AI-powered search to improve findability.
Promote self-service proactively: Link knowledge base articles in emails, chatbots, or ticket autoresponders.
Regularly update content: Audit and improve articles based on common ticket themes.

Benefits