Do you focus on users when you offer support via self-service? Support functions often focus on rationalising their support organisation and measuring the number of cases resolved and how long it takes to deal with a case. How many of you measure users' commitment to solve their problems via self-service?
According to a report from "The Zendesk Benchmark Q2 2013", 67% prefer to help themselves rather than talk to staffed support. 91% would use a company's knowledge database if it were customised for them and their needs. The report is based on responses from more than 16,000 companies in 125 countries.
Zendesk has developed a "Self Service Score" that measures customers' self-service commitment. The more points, the more customers help themselves. You measure this by measuring how many users solve their problems via self-service divided by the number of users with a support question.
|Number of users who solve their problems via self-service ||= Self Service Score|
of users with a support question|
If a company has 4.1 points, this means that four users in five attempts to solve his or her problems via self-service and one user chooses to lodge a support question.
Other ways of measuring this are to measure the total number of cases resolved via self-service.
|Number of self-service cases resolved||= Proportion of self-service cases resolved|
|Total cases resolved|
You can also gain an inside-out perspective using these measurement methods by evaluating to what extent your support function shifts cases from staffed support to self-service. The greater the shift of support cases from the staffed support organisation to self-service, the greater the increase in efficiency in the support organisation, as more cases are resolved by users themselves.
Feel free to comment on this article. What's your Self Service Score? Do you focus on users in your support function? How do you measure your support function?