Like many technologies, web self-service has undergone an evolutionary process over the years. But it’s only in the last few years where we’ve witnessed the most dramatic changes. The following infographic maps out this evolutionary process, beginning in 2009 with consumers growing increasingly tired of FAQ’s and other Help tools. By 2011, this dissatisfaction continues to grow and consumers begin adopting new self-service options.

The Evolution of Web Self Service

David Wallace

David Wallace is a search & social media marketer who lives in Ahwatukee Arizona with his lovely wife. Interests & hobbies include all things Disney, roller coasters, musicianship and Christianity.

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