Here’s why IT Self-Service Support improves everything for your company, employees, and customers.
I love the internet. Before, if you wanted to find out if that weird flub of skin under your arm meant you had cancer, you’d have to read some serious medical texts or book an appointment with your doctor. Now, you can just type the question on Google. The answer, by the way, is that it has nothing to do with cancer and everything to do with having one too many slices of cheesecake.
I’ll get back to the relevance of this in a moment. First, I’m going to throw a statistic at you. According to Forrester Research, manned support can cost up to $12 per contact, while self-service only costs up to 10 cents per problem. Imagine being able to divide your annual costs for IT support by 120!
Saving money, of course, means being able to spend more money elsewhere. But, that isn’t the only way self-service benefits your company. Self-service also means a drastic increase in efficiency.
Some customers have legitimate troubleshooting concerns. Most customers have simple inquiries with simple answers. Giving them an option to look into their problems themselves frees them from the caller wait list. Then you reduce your service request volume significantly, allowing IT teams to focus on requests that actually need their attention.
And your employees will thank you for this as well. Nothing is more annoying than answering the same question for the 10th time in a day, especially if the answer seems simple enough to you. Everybody likes having some meaning in what they do, so let your employees actually help people. This will boost employee satisfaction, which will in turn boost employee efficiency and decrease the ever costly turnover rate.
But does self-service even work? By this I mean — will people actually use self-service instead of just calling in? In this day and age, people are surely too busy, too lazy, or too stupid to self-troubleshoot, right?
And this brings me back to my earlier illustration of the arm flab.
With the advent of the internet, it has become increasingly easy for the average person to access information which would only have been known to studied professionals. And being able to search up your simple questions yourself? Saves you the time of going to see said professional.
Here’s the thing. No one likes wasting time. No customer actually likes to sit around for 15 minutes waiting for their call to go through, talk to someone about their problem for 10 minutes (5 of which are for authenticating their identity), find out the rep doesn’t know, wait another 20 minutes while they get transferred, authenticate again, and then talk about their problem. We haven’t even gotten to the resolution stages yet. So if a customer can help themselves? They will do it.
I’m not just projecting here. According to a study by Coleman Parkes for Amdocs, 75% of customers said they would prefer online support if available. 91% said they’d prefer self-service if it were tailored to their needs.
And a good self service program? Would do a lot to make your customers more satisfied with your products.
Happier customers, of course, mean customers who are more likely to refer you to their friends, and thus net you more customers. They also mean customer retention, and trust in your brand.
So this is why all the big companies are working on self-service. It saves money for your company, increases fulfillment for employees, improves client satisfaction.
Of course, your self service has got to be right. BlueHost’s outdated self-help pages are more frustrating than if they had no self-help section at all, since all it does is clog up the search engine. (Which is a darn shame, because their hosting service is otherwise fantastic). The CRA’s pages are just plain confusing, or don’t explain enough, especially since most of their links go to a 404 error. Keep your self help section updated and user friendly so that it can actually be help.
Thanks for reading, and I’d love to hear your opinions on IT self-service.