Lotus Themes conducted extensive research on self-service and help centers. The results were published in the white paper Saving costs and support agents: A deep dive into self-service help centers. 

I'm happy to share the insights with all of you. By reading the white paper, you will learn:

• How to provide 24/7 support without much hassle
• If investing in a better help center pays off
• What is good design, and how it can be measured
• Help center best practices (from a Zendesk developer with a 7-year help center experience)
• How to scale up your help center when your business grows