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Research Report

TSIA Self-Service Best Practices

This report is for Support Services members only

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Improving the effectiveness of self-service is a top business challenge for Support Services (SS) members, and self-service is a preferred/top support channel with customers. As a result, TSIA has been capturing benchmark data on the various methods that members use to determine self-service success and deflection.

While the industry has utilized a wide variety of success and deflection measurement methods with varying results, TSIA has determined which success and deflection methods correlate to higher levels of overall business and operational performance across numerous support KPIs.

The purpose of this research report is to:

  • Establish an industry standard for measuring self-service performance results:
    • Self-service success rate
    • Self-service implicit deflection rate
    • Self-service explicit deflection rate
  • Identify several knowledge management (KM) practices that correlate to driving higher levels of self-service performance and productivity. 
  • Highlight the importance of deploying intelligent unified search in support of self-service solutions to provide the best possible customer experience. 

Authored By:

Dave Baca

Director, Support Services Research, TSIA

Publish Date: May 13, 2022

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Peg Rodarmel, SVP, Subscription Services, Infor

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