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The Do-It-Yourself Hero

Digitally immersed, masters of self-help who try to avoid personal interaction.

high tech Question

1 of 5

Topic : Brand Website Self Help

When is the DIY Hero most likely to use the self help feature of a website? 

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1 of 5

Topic : Brand Website Self Help

correct: to make a payment

21.1% of DIY Heroes use a brand's website self help to make a payment, compared to 13.1% who leverage the channel to make a complaint about the service or product.

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1 of 5

Topic : Brand Website Self Help

INcorrect: to make a complaint about a product or service

21.1% of DIY Heroes use a brand's website self help to make a payment, only 13.1% leverage the channel to make a complaint about the service or product.

what would you like to do next?

2 of 5

Topic : Brand Website Self Help vs. Web Chat

When signing up with their technology supplier, is the DIY Hero more likely to use the brand's website self help feature or website web chat?

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2 of 5

Topic : Brand Website Self Help vs. Web Chat

correct: Website self help

19.6% of DIY Heroes are using website self-help to sign up for their supplier - more than three times the amount that use web chat for this task.

what would you like to do next?

2 of 5

Topic : Brand Website Self Help vs. Web Chat

INcorrect: Website web chat

Surprisingly, only 6% of DIY Heroes utilize web chat to sign up for their tech suppliers. 19.6% of this group use the website's self help feature for this task.

what would you like to do next?

3 of 5

Topic : On-Device Help App

What percentage of DIY Heroes  use the on-device help app to make a payment?

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3 of 5

Topic : On-device Help App

correct: 5%

While used less frequently than other web-based tools, 5% percent of DIY Heroes are now using on-device help applications to make a payment, the most preferred task for this channel.

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3 of 5

Topic : On-device Help App

INcorrect: 12.2%

5% of DIY Heroes prefer to use the on-device help app to make a payment. Cancelling the contract is the least preferred task with just 3.4% of DIY Heroes leveraging the channel.

what would you like to do next?

4 of 5

Topic : Brand Website Web Chat vs. Social Media

Are DIY Heroes more likely to ask a question about the service or product via website web chat or social media?

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4 of 5

Topic : Brand Website Web Chat vs. Social Media

correct: Website web chat

7.8% of DIY Heroes turn to the website web chat feature to ask a question compared to only 2.7% who are leveraging social media in the same way.

what would you like to do next?

4 of 5

Topic : Brand Website Web Chat vs. Social Media

INcorrect: Social Media

Despite social media gaining ground, only 2.7% of DIY Heroes are leveraging social media to ask questions about their tech product or service, versus 7.8% of the group using the website web chat functionality.

what would you like to do next?

5 of 5

Topic : Brand Website Self Help

True or False: DIY Heroes prefer website self help because of convenience? 

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5 of 5

Topic : Brand Website Self Help

correct: TRUE

21.6 % of DIY Heroes report website self help as their favorite channel because it is most convenient.

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5 of 5

Topic : Brand Website Self Help

INcorrect: false

21.6 % of DIY Heroes report website self help as their favorite channel because it is most convenient.

You got 0 out of 5 correct!

what would you like to do next?