OKWave, which develops product services for corporations and individuals based on mutual help, conducted a survey on the use of “Support Community” from October 13th to November 30th, 2020.
We compiled and analyzed valid responses obtained from 1,029 men and women nationwide who use the support community site, and announced the results.
Reference source:
Alternatives to phone support? Possibility of a support community that responds to manned response needs
Approximately 70% of users solve their problems in the support community
According to this survey, 69.05% of users had the experience of asking and solving questions in the support community. Additionally, 14.01% of users answered that they found it helpful even though it did not completely solve the problem. In addition, the percentage of users who had an answer but not a solution was 12.32%, and the percentage of users who could not find an answer was 4.62%.
Okay Wave analyzes these results and finds that for over 80% of users, support communities serve as a means of self-help or hints.
In addition, OKWave’s normal customer support by companies requires “official responses as a company,” so it is difficult to provide in-depth answers to inquiries involving other companies’ products, but in the support community, “other users’ In one opinion, he points out its merits as being able to lead to self-resolution.
Reference source:
Alternatives to phone support? Possibility of a support community that responds to manned response needs
Support Community is an alternative to phone support
When it came to solving problems in the absence of a support community, “phone” was the most popular method at 39.50%. This was followed by “Email (or inquiry form)” at 29.27%, “Search sites (Google, Yahoo, etc.)” at 15.27%, “Company official FAQ” at 2.24%, “Chat” at 1.96%, and “Telephone” at 1.96%. Nearly 70% of people choose a manned response such as “” or “Email (or inquiry form)”.
Even though AI technology has advanced and the accuracy of unmanned responses has improved, many people seem to have greater trust in manned responses than chatbots and other unmanned responses.
Okay Wave analyzes that using support communities can prevent inquiries that require human response.
Reference source:
Alternatives to phone support? Possibility of a support community that responds to manned response needs
More than 90% of companies request that companies establish a support community
When survey respondents were asked, “Do you want other companies to set up support communities?”, 66.23% of respondents answered “Yes,” while 66.23% answered “I think so.” 26.61% of people answered “I think so.”
This result shows that a total of 92.84% of users find the support community useful.
Okaywave concludes that support communities prove to be needed by users, whether or not they were able to resolve the problem themselves.
Reference source:
Alternatives to phone support? Possibility of a support community that responds to manned response needs