The Essential Guide to Self-Service Success

To respond to rising demand and cost efficiency pressures, Support teams look to self-service initiatives as the cornerstone of their ability to scale support.

Self-help is the dominant channel for delivery of technology services with 71% of support demand initially serviced through self-help channels. Self-Service is widely used but often comes up short in fully resolving customer issues causing a Deflection Gap.

To maximize the benefits of self-service and to help scale support delivery, companies must take active steps to close the Deflection Gap.

For over two decades ServiceXRG has worked with leading technology brands to develop and optimize the effectiveness of self-help.  This report outlines the steps to define, measure and optimize self-service effectiveness.