Asar Digital

10 Stats That Make the Case for B2B Self-Service Portal


The shift towards digital solutions in the B2B sector is rapidly transforming how businesses interact with their customers. Central to this transformation is the adoption of self-service portals. Let’s delve into ten compelling statistics that underscore why B2B companies should consider implementing a self-service portal.

1. Increasing Preference for Self-Service:

Statistic: 70% of customers expect a company’s website to include a self-service application.

Implication: The majority of B2B clients prefer to handle their inquiries and transactions independently, signifying the need for robust self-service options.

2. Reduction in Support Costs:

Statistic: Businesses can reduce customer service costs by up to 30% by implementing a self-service portal.

Implication: Self-service portals can significantly lower the costs associated with traditional customer support channels.

3. Enhanced Customer Satisfaction:

Statistic: 91% of customers would use an online knowledge base if it were available and tailored to their needs.

Implication: A well-designed self-service portal can lead to higher customer satisfaction rates.

4. Demand for 24/7 Service:

Statistic: Over 50% of customers expect a business to be open 24/7.

Implication: The need for around-the-clock service can be effectively met through a self-service portal.

5. Impact on Customer Retention:

Statistic: 67% of customer churn could be avoided if businesses resolved issues the first time they occur.

Implication: Efficient self-service portals can help resolve issues quickly, enhancing customer retention.

6. Preference for Digital Interactions:

Statistic: 57% of B2B buyers prefer to gather information online instead of interacting with a sales representative.

Implication: B2B buyers favor digital platforms for information gathering, highlighting the importance of having an online self-service option.

7. Efficiency in Handling Queries:

Statistic: Self-service portals can increase efficiency by up to 80% in handling customer queries.

Implication: Portals streamline query resolution, leading to more efficient customer service operations.

8. Growth of Digital Customer Service Channels:

Statistic: 63% of customers are more likely to return to a website that offers live chat.

Implication: Integrating interactive elements like live chat into self-service portals can increase customer loyalty.

9. Importance in the Decision-Making Process:

Statistic: 40% of B2B buyers identify digital customer experience as a crucial factor in their decision-making.

Implication: A user-friendly self-service portal can significantly influence the purchasing decisions of B2B buyers.

10. Rapid Resolution of Issues:

Statistic: Self-service portals can resolve common customer issues 3 times faster than traditional customer service channels.

Implication: The efficiency of self-service portals in resolving issues leads to enhanced customer experiences.


These statistics paint a clear picture of the evolving landscape in B2B customer service. A self-service portal is not just a convenience but a necessity in meeting modern customer expectations, reducing costs, and driving efficiency. As the digital era continues to unfold, the implementation of self-service portals will likely become a standard, differentiating successful B2B businesses from their competitors. If you are evaluating a B2B portal for your business, talk to Team ASAR!

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