Self-Service Excellence - A Roadmap for Achieving Self-Service Success
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- Lorin Myrtle Carr
- 7 years ago
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1 Brochure More information from Self-Service Excellence - A Roadmap for Achieving Self-Service Success Description: This in-depth study explores critical factors for developing, measuring and continuously improving selfservice effectiveness. Also included are a presentation of leading self-service performance benchmarks and a review of essential practices from content management to self-service promotion and awareness initiatives. About the Road Maps The authors have outlined the key concepts and topics that define self-service excellence within the following four unique road maps: - Self-Service Strategy Road Map - Self-Service Offerings Road Map - Self-Service Measurement Road Map - Self- Service Promotion Road Map These road maps are part of a comprehensive report titled Self-Service Excellence A Road Map for Achieving Self-Service Success. This new report provides a variety of in depth resources to guide the development and execution of a successful self-service strategy. Each of the topics introduced in these roads maps are explored in detail within this 120 page report offering a variety of in-depth resources including: - Performance Benchmarks are provided throughout the report to offer a perspective of current self-service performance levels. - Best Practices introduce the tried and true methods used today to help industry leaders achieve selfservice success. - Roadmaps for Success provide a top level perspective of the key steps required to achieve self-service success - are offered to suggest next steps for charting a course to self-service excellence. Contents: Section 1: Overview Self-Service: A Part of Everyday Life Taking Self-Service to the Next Level The Road to Self-Service Success Section 2: The State of Self-Service Self-Services Offered Self-Service Transaction Volumes Self-Service Success Rates and Section 3: The Pursuit of Self-Service Excellence Setting Self-Service Goals and Objectives Defining the Self-Service Strategy Establishing Self-Service Success Metrics Executing the Self-Service Strategy and Best Practices
2 Section 4: Developing Self-Service Offerings Identify Your Self-Service Audience Segmenting Your Target Audience Offer the Right Self-Services How to Map Self-Services Offering to Your Audience Offer Audience Appropriate Content Identify Sources of Content Pre-Release: Engineering, Quality Assurance, Documentation Release: Sales, Marketing and Advertising Post Release: Professional Services, Education Support Establish Content Management Processes How to Get Started with Content Management Best Practices Optimize Ease of Use Site Navigation Finding Relevant Content Selecting the Right Content & Section 5: Measuring Self-Service Effectiveness Current Approaches to Measure Self-Service Effectiveness Current Approaches to Measure Self-Service Effectiveness Self-Service Performance Indicators Setting Self-Service Goals and Objectives Measuring the Use of Self-Service Define Your Total Potential Self-Service Audience Tracking Unique Users Self-Service Authentication Tracking Self-Service Use Practical Considerations for Tracking Self-Service Use Collecting User Feedback Current Efforts to Collect Feedback Identifying the Right Respondents How Many Responses are Enough? Capturing Actionable Customer Feedback Define and Measure Self-Service Success Measuring Self-Service Success Sample Self-Service Success Calculations Define and Measure Self-Service Deflection Common Approaches to Measuring Deflection A New Approach for Measuring Self-Service Deflection An Industry Standard for Deflection Sample Deflection Calculations Measure the Impact of Self-Service Self-Service Impact on Support Transaction Costs Impact of Self-Service on Average Live Transaction Cost Impact on Number of Staff Required to Handle Live Transaction Volume Total Savings to Support The Financial Impact of Self-Service Key Metrics Establish the Live Support Baseline Cost Measurement Sample Live Support Baseline Costs and Calculations Calculating the Cost of Self-Service Measurement
3 Sample Self-Service Costs and Calculations Live Support Transaction Costs Measurement Sample Live Support Costs and Calculations and Section 6: Increasing Self-Service Awareness Understand Current Perceptions of Self-Service Understand Current Perceptions of Self-Service Misperceptions What do Your Customers Think? Promote Awareness Focus on Customer Education Encourage Repeat Use and Section 7: New Frontiers for Self-Services Table of Tables Table 1: Self-Service as a Percent of Overall Support Demand Table 2: Self-Service Success and Deflection Rates Table 3: Customer Demographics and Preferences Table 4: Self-Service Audience Segmentation Table 5: Essential Elements of the Self-Service Portfolio Table 6: Mapping Portfolio Elements to Audience(s) Table 7: Content Sources by Department Table 8: Indictors Used to Track Self-Service Effectiveness Table 9: User and Transaction Identification Table 10: Action and Results Tracking Table 11: Resource Usage Tracking Table 12: Self-Service Transaction Survey Characteristics Table 13: Self-Service Success Rate Measurement Inputs Table 14: Sample Self-Service Success Calculation Table 15: Self-Service Deflection Measurement Inputs Table 16: Sample Deflection Calculation Table 17: Sample Live Support Baseline Cost Calculation Table 18: Primary Self-Service Costs Table 19: Sample Self-Service Costs and Calculations Table 20: Sample Live Support Costs and Calculations Table 21: Sample Live Support Transaction Costs Calculation Table 22: Support Demand by Company Size Table 23: Industry Benchmarks by Tier Table of Figures Figure 1: Internet Based Self-Services Offered Figure 2: Self-Service Transactions vs. Live Support Requests Figure 3: Rate That Customers Find Helpful Information Figure 4: Self-Service Success and Deflection Rates Figure 5: Self-Service Audience Segmentation Figure 6: Self-Service Offered vs. Most Effective Figure 7: Mapping Portfolio Elements to Audience(s) Figure 8: Sources of Content Through the Product Life-Cycle Figure 9: Content Management Flow Figure 10: Formal Method to Measure Self-Service Effectiveness Figure 11: Indictors used to Track Self-Service Effectiveness
4 Figure 12: Number of Indicators Used to Track Self-Service Effectiveness Figure 13: Tracking Self-Service Use Figure 14: Sample Success Survey Figure 15: Sample Deflection Survey Figure 16: Calculating the Self-Service Success Rate Figure 17: Industry Average Success and Deflection Rates Figure 18: Calculating Self-Service Deflection Figure 19: The Self-Service Deflection Opportunity Defined Figure 20: Self-Service Impact Support Transaction Costs Figure 21: Impact of Self-Service on Average Live Transaction Cost Figure 22: Impact on Number of Staff Required to Handle Live Transaction Volume Figure 23: Calculating the Financial Impact of Self-Service Figure 24: Calculating the Live Support Baseline Cost Figure 25: Establishing the Live Support Baseline Cost Figure 26: Calculating the Cost of Self-Service Figure 27: Use of Self-Service Prior to Requesting Assistance Figure 28: Customer Frequency of Self-Service Use Figure 29: Reasons for Not Using Self-Service Figure 30: Incentives for Self-Service Use Ordering: Order Online - Order by Fax - using the form below Order by Post - print the order form below and send to Research and Markets, Guinness Centre, Taylors Lane, Dublin 8, Ireland.
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