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.
Knowledge management, self-help and service automation offer significant opportunities to achieve cost efficiencies by developing and sharing information to help customers resolve cases without the direct assistance of service staff. Efficiencies from self-help and automation create a potential dilemma for service organizations. They can bank their savings or invest in customer success focused activities that yield increased satisfaction, retention and revenue growth.
Deflection measures the impact that service automation, self-help tools, and content have on assisted demand. When customer issues are resolved through service automation or self-help resources, thus no longer need assistance from service staff, they are considered deflected (there is more to deflection so check out our article on Defining and Measuring Deflection).
On average companies deflect just over 23% of cases by providing answers to customer questions through self-help or unassisted automated means. When cases are successfully deflected fewer support staff are needed to handle assisted demand. The cost efficiencies realized from deflected cases can be significant.
Bank the Savings or Invest in Growth
It is possible to view self-help and service automation as a means to save money and lower the overall costs of service delivery. Alternatively, consider how savings from self-help, knowledge management and service automation can be reinvested to improve service outcomes by reallocating staff to high value activities (e.g. onboarding, adoption, retention, expansion, etc.).
Consider opportunities to reallocate staff to the high value activities outlined in the table below.
Support performance measurement is challenging. Contact me to learn how ServiceXRG can help you gain better insights into Support performance through the use of enhanced metrics, benchmarking and better support performance reporting.
- Are you measuring the right support metrics?
- Do you have access to necessary inputs and insights?
- How well is your Support organization performing?
- Can you generate the reports you need?
- Contact us now to learn how we can help you gain greater insights and optimize Support performance.
Chat with us (see link on right side of screen), send an e-mail to email@example.com, or use our contact form.
As knowledge management initiatives take hold and mature, it is essential to conduct a formal cost – benefit analysis to determine the proper level of investment for knowledge management and define the expected return on this investment. Continued success will come from efforts to enhance content creation processes, employ enhanced technologies and deliver tangible business value by leveraging knowledge assets. This research report introduces an approach to measure the return from knowledge management initiatives.
Login to Access the Full Report
[/et_pb_df_wc_restrict_content_close_tag][et_pb_df_wc_restrict_content_open_tag admin_label=”Success Enterprise / Team – Open” shortcode=”wcm_restrict” plans=”success-enterprise-plan, success-team-plan” start_after_trial=”off” _builder_version=”3.26.6″ z_index_tablet=”500″ box_shadow_horizontal_tablet=”0px” box_shadow_vertical_tablet=”0px” box_shadow_blur_tablet=”40px” box_shadow_spread_tablet=”0px”]
*Membership level determines your access to ServiceXRG research and other member services. Paid memberships include access to research and playbooks. Free memberships include access to some reports and discounts to others. Please visit our membership page for a list of available membership programs.
Our research has revealed that nearly a third (32%) of Support demand stems from questions related to either installation, configuration, or setup. This understanding gives companies an immense opportunity to reduce this demand—and we see two major keys to ongoing Support issue prevention.
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 five proven initiatives for scaling Support delivery capabilities.
Incomplete case records diminish Support’s ability to identify root causes of support demand and plan mitigation efforts such as enhanced self-help, product improvements, and training. This article describes how poor support case closure practices lead to missed opportunities.
Scaling Support Delivery requires the digital transformation of support and an increased use of digital technologies to improve and extend core support processes and enable new service capabilities. Digital transformation includes human-assisted, self-assisted and fully automated support transactions. This article defines and introduces key characteristics of the digital transformation to scale support delivery.
The digital transformation of support is defined by an increased use of digital technologies to improve and extend core support processes and enable new service capabilities. Digital transformation includes human-assisted, self-assisted and fully automated support transactions. This article defines and introduces key characteristics of the digital transformation of support.
If your support demand is on the rise and exceeds your current ability to handle it through assisted channels, let automation and self-help share the load. Whether you have well-established self-help capabilities and just need a tune up, or if you are about to launch a new initiative to introduce automation capabilities this article provides resources and insights to help.