An Exploratory Research Study: Customer Experience and Customer Self Support

On Demand Webinar Presentation

In order to deliver the best experience for your customers, you need to be informed; you need to be aware of the recent trends in customer behaviour, what their demands are, what factors play a role in shaping their buying decisions and lastly, what you need to do to secure their business.

To help understand the experiences that customers are looking for, we embarked on an exploratory study, with the aim of identifying customer attitudes towards support and self-support efforts, namely through the use of online communities and knowledge bases. Additionally, we explored the impact that these experiences have on customer actions and their overall perception of the organization.

Watch this webinar presentation led by Mike Ellis, Marketing Manager at Vanilla Forums, as he shares our research on customer experience and self service.

In this session, Mike will explore our four key research findings:

  • Finding 1: Customers can’t find the support solutions they’re looking for online.
  • Finding 2: Positive experiences resonate more than negative ones.
  • Finding 3: Customers expect organizations to offer effective self-service tools.
  • Finding 4: Customers trust organizations that focus on customer service and support.

Register for this session and be the first to get a glance at this research before the report goes live in our library.

Mike Ellis
Marketing Manager, Vanilla Forums


Mike is a data-driven individual, and no stranger to its importance in delivering the right message to the right people to ensure an outstanding experience. Mike joined Vanilla in early 2020 from the travel industry, working in Operations, Marketing and Client Satisfaction.

He holds an MA in English Language and an MBA from The University of Leicester and enjoys digging for, and presenting insights to any and all areas of business.


Watch The Recording

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