CC Expo is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 602: Tapping the Potential of Self-Service: Success Factors from the Overachievers!

Jeff Rumburg  (Managing Partner, MetricNet, LLC)

Location: Grand Ballroom 114

Date: Thursday, May 19

Time: 4:15 pm - 5:15 pm

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Modernizing Service Management, Optimizing the Support Organization

Session Type: Case Study

Vault Recording: TBD

Audience Level: Intermediate

When properly executed, self-service is a win-win for customers and service desks alike. It's a distinct channel from all others, and it can reduce the cost of support and drive higher customer satisfaction. So, why does self-service often fall short of expectations, and what can be done about it?

There are seven key success factors common to those who realize the full potential of self-service. These include promotion, adoption, user experience, high resolution rates, customer feedback, service desk follow-up, and managing expectations. While this may sound straightforward, as always, the devil is in the details.

In this session, Jeff Rumburg will share specific case studies and benchmarking data to illustrate how to plan, implement, and manage self-service. He'll also share a planning template with specific milestones, critical path dependencies, and timelines for those who wish to realize the full potential of self-service.