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The Do-It-Yourself Hero

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

media Question

1 of 5

Topic : Social Media vs. Website Self Help

Which channel comes first on the DIY Hero's customer journey? 

SELECT YOUR ANSWER

1 of 5

Topic : Social Media vs. Website Self Help

correct: website self help

Website self help is most often the first or second step in the DIY Hero's customer journey. The survey suggests social media is the fifth channel used for this group.

what would you like to do next?

1 of 5

Topic : Social Media vs. Website Self Help

INcorrect: social media

DIY Heroes predominantly use website self help as the first or second step in their path to resolution. Social media is reported as the fifth used channel for this group.

what would you like to do next?

2 of 5

Topic : Brand Website Web Chat

When is the DIY Hero most likely to use web chat? 

SELECT YOUR ANSWER

2 of 5

Topic : Brand Website Web Chat

correct: To ask a question

7.6% of DIY Heroes use web chat to ask a question,
compared to 5.6% who leverage the channel to make a payment.

what would you like to do next?

2 of 5

Topic : Brand Website Web Chat

INcorrect: to make a payment

Only 5.6% of DIY Heroes use web chat to make a payment, compared to 7.6% who leverage the channel to ask a question.

what would you like to do next?

3 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? 

SELECT YOUR ANSWER

3 of 5

Topic : Brand Website Web Chat vs. Social Media

correct: Website web chat

While web chat edges out social media 5.7% to 5.4%, social media is being used nearly twice as often overall for media companies over tech or communications brands.

what would you like to do next?

3 of 5

Topic : Brand Website Web Chat vs. Social Media

INcorrect: Social media

Social media is gaining ground with media companies, but web chat still edges out the channel 5.7% to 5.4% to ask a question.

what would you like to do next?

4 of 5

Topic : Virtual Assistants

What percentage of DIY Heroes use virtual assistants to make a payment? 

SELECT YOUR ANSWER

4 of 5

Topic : Virtual Assistants

correct: 3.5%

The virtual assistant hasn't taken off yet for media brands - only 3.5% choose the channel to make a payment. For DIY Heroes, the website's self help feature is the most used channel to make a payment.

what would you like to do next?

4 of 5

Topic : Virtual Assistants

INcorrect: 4.2%

Use of virtual assistants to engage with communication brands has actually dropped since our 2015 study - only 3.5% are now using the channel to make a payment.

what would you like to do next?

5 of 5

Topic : Brand Website Self Help

What task is the DIY Hero most likely to complete via website self help? 

SELECT YOUR ANSWER

5 of 5

Topic : Brand Website Self Help

correct: Make a payment

23.6% use the website self help feature to make a payment - the most common way this group makes their payments. Only 15.4% prefer to make a complaint via self  help.

You got 0 out of 5 correct!

what would you like to do next?

5 of 5

Topic : Brand Website Self Help

INcorrect: Make a complaint

Only 15.4% prefer to make a complaint via the website self help feature, compared to 23.6% who use it to make a payment. Self-help is the most common way this group makes payments.

You got 0 out of 5 correct!

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