Self-Service Excellence - A Roadmap for Achieving Self-Service Success

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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.

5 Page 1 of 2 Fax Order Form To place an order via fax simply print this form, fill in the information below and fax the completed form to (from USA) or (from Rest of World). If you have any questions please visit Order Information Please verify that the product information is correct and select the format(s) you require. Product Name: Web Address: Office Code: Self-Service Excellence - A Roadmap for Achieving Self-Service Success SC Product Formats Please select the product formats and quantity you require: Quantity Hard Copy: Electronic (PDF) - Single User: USD USD 56 Shipping/Handling USD 1875 * Shipping/Handling is only charged once per order. * The price quoted above is only valid for 30 days. Please submit your order within that time frame to avail of this price as all prices are subject to change. Contact Information Please enter all the information below in BLOCK CAPITALS Title: Mr Mrs Dr Miss Ms Prof First Name: Last Name: Address: * Job Title: Organisation: Address: City: Postal / Zip Code: Country: Phone Number: Fax Number: * Please refrain from using free accounts when ordering (e.g. Yahoo, Hotmail, AOL)

6 Page 2 of 2 Payment Information Please indicate the payment method you would like to use by selecting the appropriate box. Pay by credit card: You will receive an with a link to a secure webpage to enter your credit card details. Pay by check: Please post the check, accompanied by this form, to: Research and Markets, Guinness Center, Taylors Lane, Dublin 8, Ireland. Pay by wire transfer: Please transfer funds to: Account number Sort code Swift code IBAN number Bank Address ULSBIE2D IE78ULSB Ulster Bank, Main Street, Blackrock, Co. Dublin, Ireland. If you have a Marketing Code please enter it below: Marketing Code: Please note that by ordering from Research and Markets you are agreeing to our Terms and Conditions at Please fax this form to: (646) or (646) From USA or From Rest of World

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