Self-Help & Knowledge Management
Self-Help | Portals | Service Automation | Knowledge Management
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Knowledge Management – Defining the Business Need
Successful knowledge management is not achieved by chance, rather it is a function of understanding the scope of the required effort, establishing a clear vision of the expected benefits, and securing the support and resources necessary to execute. The formulation of a successful knowledge management strategy is based on providing answers to five fundamental questions.
The Demand for Your Support is Larger than you Expect
The demand for support by your customers may be far greater than current transaction levels suggest. ServiceXRG illustrates the potential unmet support demand by customers and suggests why responding to this demand is important but will likely increase assisted...
Measuring the Return on Knowledge Management
For knowledge management to yield maximum benefit the organization must properly fund and support the initiative. The lack of support is the primary reason for the failure of knowledge management projects.
Beyond Deflection – What to Do with Your “Savings”
Self-help and service automation (e.g. chatbots) provide a means to save money and lower the overall costs of service delivery. Consider however that savings from deflection represents an opportunity to reinvest to improve service outcomes by reallocating staff to high value activities (e.g. onboarding, adoption, retention, expansion, etc.). This article introduces the top opportunities to reinvest in service.
How to Define and Measure Deflection
Using an accurate measure of deflection is imperative. If not measured correctly it is easy to overstate the impact of self-help and service automation on assisted support demand.
The average rate of case deflection within the technology industry is 23%. This article defines deflection and provides a step by step guide to implement a reliable deflection metric. This report is FREE with registration.
Where Customers Look for Support Information
More than two-thirds of customers indicate that they attempt to help themselves when they need technical assistance. A general web search (e.g. Google or Bing) is the most likely first action customers take when attempting to resolve technical support issues on their own. In general customers find good information and are reasonably satisfied with their results. This ServiceXRG study examines the expectations and perceptions of 588 individuals that use self-help resources to resolve technical support issues.
Knowledge Management – Efficiency and Effectiveness Metrics
There is no limit to the number of knowledge management metrics that can be measured. There are however a finite number of metrics that must be measured. Essential metrics are those that provide insight into performance against established knowledge management goals...
How to Achieve Knowledge Management Success
Knowledge management success must be clearly defined and articulated to establish reasonable expectations and performance targets for Knowledge Management initiatives.
Knowledge Management – Defining the Business Need
Successful knowledge management is not achieved by chance, rather it is a function of understanding the scope of the required effort, establishing a clear vision of the expected benefits, and securing the support and resources necessary to execute. The formulation of...