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
Already a Member? Login for faster access