Customer content comes at a cost<\/strong><\/h2>\nTruly helpful content takes time, knowledge, and skill. Delivering a single technical document to answer support issues for dozens or hundreds of customers is cost effective, but not without cost.<\/p>\n
Expect to spend more time and effort to create, validate, and digitally promote support content. New staff roles such as writers, editors, bloggers, and technical and production staff will likely be required. (Can this work be outsourced? Yes but further time-and-budget-consuming unintended consequences can result. It\u2019s up to you to weigh the pros and cons.)<\/em><\/p>\nUnintended Consequence #3:<\/em><\/strong><\/h3>\nEffective self-help increases customer engagement<\/strong><\/h2>\nThe additional Support capacity created by Self-Help and automation is often consumed by an increase in user access to and consumption of support resources. In other words, the more that customers adopt Self-Service Support, the more they will reach out to your Support organization.<\/p>\n
Expect that as you make available more quality Support resources\u2014Self-Help, automated and assisted\u2014customers will want and expect more support. Overall demand will not likely decrease.<\/em><\/p>\nUnintended Consequence #4:<\/strong><\/em><\/h3>\nAssisted support cases become more complex and costly<\/strong><\/h2>\nIt makes sense that cases that are not deflected but handled by assisted support are typically more complex and more costly to resolve.<\/p>\n
Expect Self-Help and service automation to resolve many of the easier, known, and less complex issues\u2014leaving more complex support cases for your support team. Time to resolution and cost per assisted case may rise on average as the deflection rate increases.<\/em><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"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.<\/p>\n","protected":false},"author":4,"featured_media":251649,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[46,50,14],"tags":[69,37,90,33,57],"acf":[],"_links":{"self":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251648"}],"collection":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/comments?post=251648"}],"version-history":[{"count":10,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251648\/revisions"}],"predecessor-version":[{"id":253808,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251648\/revisions\/253808"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media\/251649"}],"wp:attachment":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media?parent=251648"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/categories?post=251648"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/tags?post=251648"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}