How can businesses ensure that their self-service resources are user-friendly and easily accessible for customers looking to proactively seek solutions before contacting customer service?

Businesses can ensure that their self-service resources are user-friendly and easily accessible by conducting user testing to identify any pain points or areas of confusion. They can also provide clear instructions and intuitive navigation to guide customers through the self-service options. Additionally, regularly updating and maintaining the self-service resources can help ensure that they remain relevant and effective for customers. Offering multiple channels for accessing self-service resources, such as through a website, mobile app, or chatbot, can also help cater to different customer preferences and needs.