self service - from poor to excellent
DESCRIPTION
This slide gives some background on the terms self service and proactivity and how you can enhance your work and take advantage of the new possibilities that the web gives us. For the user or customer, Zero Level support means that the web support becomes the natural first contact point. Instead of being met first by a support person, you seek help and move on from a web-based support service. Zero Level support liberates time and resources at the staffed support level and creates scope for more rapid support handling. One consequence of the introduction of Zero Level support is that the right type of question ends up in the right support channel. The web-based self-service system removes those simple and recurring questions that can most advantageously be solved by the users themselves. The advantage of Zero Level support arises from identifying more routine and recurring tasks and by producing simple guides that solve these problems. As soon as a guide is created and published in the web-based self-service function it becomes accessible for an unlimited number of users. A Service desk providing first-rate services for this purpose has ample knowledge concerning the most common questions. It can work proactively and offer users simple and clear web-based instructions within appropriate areas and selected services. A good self-service function should also help the Service desk to identify new needs and gaps so that they can rapidly supplement shortcomings with the necessary information. Per Strand Executive Vice President and Founder ComAround [email protected] @pedroplaya www.linkedin.com/in/pedroplayaTRANSCRIPT
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Per Strand, Executive Vice President and
Founder.
@pedroplaya
Linkedin.com/in/PedroPlaya
ComAround Phone +46 8 580 886 40
About ComAround
ComAround are market leaders in the field of services for web-based self service.
We've been developing smart services for more than twenty years now, helping
everyone working on computers to resolve their problems quickly and easily online.
Companies in more than 130 countries are reducing their support costs and improving
their service by using ComAround Self Service™ 24 hours a day, 365 days a year. Our
clients include companies such as the Swedish International Development Cooperation
Agency, Ericsson, ABB, Sandvik, Statoil, SEB, Skandia, IKEA and hundreds of smaller
companies.
Visit us www.comaround.com
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Background
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Self Service and proactivity
Adapt to new behaviors and take advantage of the self-service
trend.
Goal: Start thinking and acting proactively, in order to find solutions
that help the business and processes adapt to new behaviors and
needs.
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Self Service - Wikipedia
Self-service is used on the phone, web and email to facilitate
customer service interactions using automation.
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Proactivity - Wikipedia
Proactivity refers to anticipatory, change-oriented and self-initiated
behavior in situations, particularly in the workplace. Proactive
behavior involves acting in advance of a future situation, rather than
just reacting. It means taking control and making things happen,
rather than adjusting to a situation or waiting for something to
happen.
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Self Service
Grows the fastest where the competition is the most intense
Provides the greatest benefit where the volume is high
Works best where it provides a win - win situation (seller-buyer)
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From poor to excellent
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6-8 years ago, Self Service was the “bad” and “cheaper” option
Today, Self Service adds value and is the preferred choice
The global interest for ”support”
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The global interest for ”Self Service”
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Helsinki Airport
Self Service check-in machines for fast check-in
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Helsinki Airport
Self Service border control machines
Possibilities, limitations and expectations
Our behavior is changing with the web
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Web vs physical 1-0
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Web-based Self Service
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The support industry is no exception
Only 12-13% of cases reach the Service Desk according to Gartner
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Zero Level Support
Effect– Zero Level support
50% of solved cases
Zero Level Support
40% of solved cases
1:line Support
10% of solved cases
2-3-line Support
50% of all cases are solved before 1st
line – at 15% of the cost
1st line works more effectively and has more time for real
incidents
2nd and 3rd line support is relieved
The number of solved cases increases by 100%
Challenges with web self service
Reduce existing revenue streams
Requires development of existing processes
Requires good marketing
Requires a continuous concept, technology and content
development
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How established is Self Service?
87% have heard of web-based self service (90% 2010/2011)
52% use web-based self service (46% 2010/2011)
35% use web-based self service as much as or more than staffed
support (16% 2010/2011)
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Source: Marketing Survey 2012, Axánd on behalf of ComAround. 100 respondents to this question.
Reasons to use Self Service
Relieve support (31%)
Increase efficiency and save time (29%)
Make it easier for users (25%)
Save money and resources (15%)
Provide better service (6%)
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Source: Marketing Survey 2012, Axánd on behalf of ComAround. 52 respondents to this question.
Working with Self Service
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Proactivity
Web Solutions create new opportunities to be proactive
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Needs vary in several dimensions
Web-based cases per day shifts
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The need vary
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Needs vary – during the year
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Needs vary – during the month
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Needs vary from specific events
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Top 2 questions represent 50% of the volume in this case
Acting in advance
Prepare answer before the need arises
What have previous periods looked like?
Planned changes
Identify "show stoppers" early
Take advantage of quiet periods for preparation
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What is the need?
And what does the support cover?
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The right information at the right time, in the right format
Recommend when (before) the need arises
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