The 2025 State of Customer Self-Service Report Is Out — See How Your Content Stacks Up
A downloadable look at how leading companies are transforming self-service into a strategic advantage
Organizations everywhere are rethinking how they deliver customer support, and the smartest teams are turning to AI, structured content, and stronger cross-functional collaboration to do it. Earlier this year, Heretto released the State of Customer Self-Service Report, a data-rich look at how leading companies are transforming self-service into a strategic advantage. If you haven’t downloaded it yet, now is the time:
This report doesn’t just highlight trends. It reveals what top performers actually do to create self-service experiences that reduce effort, deflect tickets, and give customers the answers they need the moment they need them.
Download the State of Customer Self-Service Report now and see exactly where your organization excels, where your gaps are, and what steps you can take to improve.
Inside The State of Customer Self-Service Report
You’ll learn how organizations are using:
AI to power smarter, more personalized support. The report explores how teams are adopting AI responsibly, pairing machine intelligence with strong content foundations to improve relevance and accuracy across the customer journey.
Structured content to move beyond scattered, inconsistent knowledge bases. High performers are investing in reusable, well-governed content that scales across channels and markets — and makes AI far more reliable.
Cross-functional collaboration to break down silos between product, support, documentation, and marketing. Teams that treat content as shared infrastructure, rather than as a departmental afterthought, deliver better self-service outcomes and faster ROI.
Why This Matters
Self-service is now the first stop for a growing majority of customers. That shift raises expectations for clarity, findability, consistency, and personalization. What you’ll see in the report is that organizations who meet those expectations aren’t relying on guesswork; they’re aligning strategy, structure, and technology to deliver high-quality content at scale.
The report also explores the barriers teams run into: limited staffing, siloed tooling, unclear ownership, and inconsistent processes. More importantly, it outlines how leaders overcome those challenges and build momentum.
Next Step: Benchmark Your Content Against Industry Realities
If your organization delivers customer-facing content (technical docs, support articles, onboarding flows, or product guidance) you should download this report and see how your strategy compares to the findings.
Use it as a benchmark. Use it as a wake-up call. Use it as the evidence you need to advocate for smarter, more scalable content operations.
The insights are available now. Your competitors may already be acting on them. Don’t wait!
Download the State of Customer Self-Service Report now and see exactly where your organization excels, where your gaps are, and what steps you can take to improve. 🤠