Self-Help & Knowledge Management
Self-Help | Portals | Service Automation | Knowledge Management
Digital Engagement builds on the principles of self-help and extends benefits to both vendors and their customers by offering more ways to scale and sustain ongoing relationships.
The future success of Customer Support relies on the ability of Support to scale to meet growing demand and fulfill an expanded, success-focused mission. Learn about proven initiatives for scaling Support delivery capabilities.
Automation plays an increasingly important role in support case deflection and management activities. Leverage these 5 service automation strategies to free up your skilled support staff for higher value activities:
Many new support cases can be avoided if customers are able to access the knowledge and expertise of Support. Leverage these 9 best practices to help customers help themselves with success.
Higher levels of customer proficiency lead to faster product adoption and less need for support assistance. Leverage these 10 strategies will help customers develop essential product skills.
Identifying and alleviating performance and usability issues can go a long way toward preventing demand for Support. Leverage these 7 strategies for issue prevention to help lessen Support demand:
The Support organization encompasses extensive experience and expertise about how to use and apply products. Access to this Support knowledge is the primary reason customers contact Support. This article explains how companies can maximize the return on the creation and distribution of Support knowledge.
The use of Self-Service deflection as a basis to justify investments in Self-Service fosters an expectation that it is only capable of reducing costs. This article explains why Self-Service is vital to a successful service strategy and delivers benefits well-beyond cost reduction.
Self-Service deflection can provide both benefits as well as some unintended consequences. This article introduces what to expect from self-service deflection and how to prepare for possible consequences.
Self-Service deflection is the rate at which self-help and automated resources satisfy customers’ service demands that would otherwise be handled by assisted service staff. This article introduces a concise definition for self-service deflection and lays out six steps to reliably measure this metric.
Self-Service deflection has averaged 22.2%. In 2020 self-help deflection stood at 19.8%. The industry trend for deflection has sloped down (-.5%) during the last decade. This article provides a historic view of deflection trends from 2010 to 2020.
Self-service is essential for companies meet growing support demand but should not be the only strategy companies rely on to scale support delivery. This article assesses the state of self-service tech support and examines the use of self-help and service automation.