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1. Companies Are Throwing
Money Down The Drain.
Customers say 52% of the support
calls they made could have been
resolved by themselves through
better content experiences.
5

2. Read more unexpected
insights into the impact of
content experiences.
Download the research brief

3. But customers are being sent
on a wild goose chase.
Customers find irrelevant or outdated
product content
40% of the time!
2

4. There’s a big perception
gap between CX Execs and
customers.
2/3 of CX Executives say their
content experience is easy.
BUT 46% of users say it’s a
painful experience.
4

5. of customers prefer to
self-serve.
In fact, only 3% of users first
contact support when they have a
problem.
No matter how good
your support is 81%
1

6. 47%
32%
52%
23%
Documentation portal
User
s
Search
Engine
Leaders
CX leaders don’t
understand the customer
journey.
CX leaders think
customers use
search engines to
find answers.
Customers say doc
portals.
3

7. surprising
things
we learned about
self-service content
experiences.
NEW Frost & Sullivan Research