How can businesses strike a balance between offering self-service tools that are user-friendly for customers of all technical abilities, while also ensuring that these tools are efficient and effective in resolving customer issues?

Businesses can strike a balance by conducting user testing to ensure that self-service tools are intuitive and easy to use for customers of all technical abilities. They can also provide clear instructions and tutorials to help customers navigate the tools effectively. Additionally, businesses should regularly monitor and analyze customer feedback to identify any pain points or areas for improvement in the self-service tools. By continuously optimizing the tools based on customer insights, businesses can ensure they are both user-friendly and effective in resolving customer issues.