Year-Over-Year Gains in Self-Service Success; KM Spending Continues to Climb

Date: July 01, 2012

Author: John Ragsdale

Description:
With fully burdened phone incidents costing enterprise support organizations $200 or more, unassisted support, or self-service, is a primary lever support operations have to reduce costs. However, in recent years, self-service success rates have been falling, pushing customers attempting self-service to revert back to expensive phone and email support. According to TIA’s support services benchmark, self-service success rates rose in 2012—the first time the average has increased since we began tracking the metric in 2006. Planned spending on knowledge management and self-service technology was very high last year, and continues to be very high for 2012-2013. As this spending materializes, companies are relying on technology to create a more robust self-service deployment. While technology can certainly solve this problem, knowing exactly which tools to buy requires use case analysis to determine the right mix of capabilities for your ever-evolving pool of customers.

Applicable Disciplines:
Education Services;Field Services;Customer Success and Support

Keywords:
Self-Service Success; Post-Session Surveys; Cross-Application Sharing; Knowledge Management; Mobility

Functional Areas:
Operations;Service Delivery

Markets:
Consumer Technologies;Enterprise IT and Telecommunications;Healthcare and Healthcare IT;Industrial Automation;Other