One-Third of Customers Depart Due to Lack of Self-Service Options

Forbes reports that a substantial number of consumers will cease doing business with companies that do not offer self-service options. A survey of over 1,000 U.S. consumers found that 34% have stopped patronizing businesses lacking these capabilities. This data highlights a critical challenge in customer retention for scale-up companies. The absence of self-service functionalities directly affects customers' willingness to maintain relationships with a brand, indicating a strong market demand for convenient, independent channels for customer support and transactions.