12. Nine out of 10 Millennials look for answers online before calling customer service.

[shaownhasane]

11. 50% of users believe that seeing answers directly in search results (rather than just links) would improve their company's self-service portal.

This makes sense because they don't have to click through multiple pages to find what they need. Instead, they got their answer immediately. This quick access to information can make customers more satisfied and more likely to use self-service options.

Heroic KB can help here. It has AJAX search functionality that displays pakistan phone number answers once people start typing in the search box. This means visitors can get help quickly without having to wait for you or your team to respond.


Millennials like to solve problems on their own because they are accustomed to finding information quickly online. It's often faster and more convenient than waiting or explaining the problem to a support agent.

To ensure customers find your articles helpful, we recommend using tools like All in One SEO (AIOSEO). This plug-in can help you optimize the content of your search engine knowledge base.

You can easily add meta titles and descriptions, automatically build sitemaps, connect your site to webmaster tools like Google Search Console, and more. All of these actions help search engines find and display your help articles in search engine results pages.

Another useful tool is SEOBoost. It provides suggestions on how to improve your content, suggested keywords to use, article length, questions to answer, and more. This can help your help articles be more relevant to your users' needs.

More self-service statistics and results
91% of people would use a knowledge base if it met their needs.
Using a knowledge base can reduce call center work by 40%.
39% of companies plan to invest in customer portals.
34% of C-suite executives believe self-service options fail to meet customer expectations.
Self-service interactions cost as little as $0.10, while live support costs $12.
Knowledge bases can increase first contact resolution rates by 26%.
44% of customers want advanced filtering in self-service tools.
43% of users want assistance within the product itself.