Zero Level support – an introduction and guide

Zero Level support, or 0-level support, is a term for a support concept which involves using web-based self-service as a stage before the traditional first-line support. Zero Level support frees up time and resources for manned support and allows support to be provided more quickly. One consequence of the introduction of Zero Level support is that the right types of issues are directed to the right support channels. Web-based self-service does away with the simple, recurring issues which users could ideally resolve themselves. Zero Level support is effective as an internal form of support for employees within a company, but it is also effective as a form of external support for clients.

In the world of support – by which I mean the theoretical and frequently documented world of support – we often see descriptions of how support organisations work and can work in depth, but one problem is that the web has long been regarded as something “different”, something that is controlled by other departments within a company. In my opinion, the web is perhaps even now – when it is used – the most important tool for any support organisation. I see evidence of this every single day among clients and other companies that have made a lot of progress with their online support facilities.

Is Zero Level support our new SPOC?

SPOC (Single Point of Contact) is a service function which the service desk provides to users so that they can make contact, no matter what their issue is. Then the service desk can pass the case on (escalate it) to the right channel or person. Ideally, Zero Level support can be used in the same way. That is to say, by far the most success with web-based self-service is enjoyed by the companies that use their web-based support portals to acquire most of their cases, and then users themselves can decide whether do their own hunting for the answers to their questions in a text or video guide. If you are unable to find the answer you are looking for, you can be passed on directly from web-based support. Standard services which are made available via web-based support include case management systems, service desk telephone numbers, “click to call” and e-mail support.

So what is Zero Level support?

Zero Level support means that online support is the natural first point of contact; you do not get in touch with a support person, therefore, you look for assistance and proceed from a web-based support service. The advantage of Zero Level support is that it allows you to identify simple, recurring cases and produce easy guides to resolve these problems. As soon as a guide has been created and published via the web-based support service, it is made available to an unlimited number of users. Any service desk working to provide good services is able to keep a close eye on what the most frequently asked questions are and can work proactively and offer its users...

Follow this link to read the full article at our wordpress blog.