Skip to main content
ServiceXRG
  • Your Challenges
    • Overview
    • Self-Assessment
  • Our Solution
    • Overview
    • Achieving Service Success
    • Our Process
    • Service Success Framework
    • Membership
  • Why ServiceXRG
    • Overview
    • Capabilities
    • Clients
    • Team
  • Resources
    • Resource Library
    • Blog
  • Member Login
ServiceXRG
  • Member Login
  • Self-Assessment
  • Let’s Talk
  • Your Challenges
    • Overview
    • Self-Assessment
  • Our Solution
    • Overview
    • Achieving Service Success
    • Our Process
    • Service Success Framework
    • Membership
  • Why ServiceXRG
    • Overview
    • Capabilities
    • Clients
    • Team
  • Resources
    • Resource Library
    • Blog

Resource Library : Self-Service Deflection

Self-Service Deflection

Maximizing the Use and Effectiveness of Self-Help and Automation

Self-help portals, searchable knowledgebases, chatbots, and other forms of automation, collectively known as Self-Service, are widely used within the technology services industry to provide customers with answers to questions that arise during the installation, application, and use of products.

The goal of Self-Service is to deliver answers to customers without directly involving support staff – the costliest component of support delivery. When self-service is successful it will deflect new support cases from assisted support channels.

Deflection is the primary metric used to measure successful self-service outcomes. Deflection represents an opportunity to reduce support delivery costs. Equally as important, the effective use of Self-Service will free Support staff to focus on high-value customers and high-impact initiatives

In this whitepaper we will:
  • Present the state of Self-Service for customer support
  • Define a method to reliably measure self-service deflection
  • Offer design considerations to enhance self-service use and effectiveness
Download Now

Already a Member? Login for faster access

  • All Resources
  • Newsletters
  • Event
  • Assessments
  • Benchmarks & Metrics
  • Best Practices
  • Workshop
  • Member Only
  • Infographic
  • Customer Studies
  • Webinars

Subscribe for even more resources and the latest in your inbox.

"*" indicates required fields

Name*

By clicking the "Submit" button you accept and agree to be bound by the Terms of Use and Privacy Policy.

This field is for validation purposes and should be left unchanged.

ServiceXRG

© Service Excellence Research Group, LLC 2023. All Rights Reserved.

Website by Imagebox

Contact Info
  • Email: info@servicexrg.com
  • Phone: 800-475-0089
Quick Links
  • Your Challenges
    • Overview
    • Self-Assessment (Old)
  • Our Solution
    • Overview
    • Achieving Service Success
    • Our Process
    • Service Success Framework
    • Membership
  • Why ServiceXRG
    • Overview
    • Capabilities
    • Clients
    • Team
  • Resources
  • Let’s Talk
Social Media
  • LinkedIn
  • Newsletter
  • Twitter