Customers who are comfortable with the technology often prefer to look up solutions at their own convenience, especially if they have had negative experiences with technical support in the past. Among your less technically-inclined customers, even those who would prefer to speak to an agent directly, the presence of a self-help knowledge base or online community is a mark in your company’s favor. Many customers see an up to date, easy to use self-help site as an indication that you stand behind your software and want to give your customers everything they need to have a positive experience with your products. Self help can complement other support channels at the beginning of a product life cycle, or can stand alone as a cost effective solution for products at the end of their life span, which are no longer generating profit.