Browse Definitions :
Definition

self-service rate (self-service bounce rate)

Contributor(s): Laura Fitzgibbons

Self-service rate, also known as self-service completion rate, is a key performance indicator (KPI) used to analyze the effectiveness of a help desk or support team by measuring the percentage of issues that users are able to troubleshoot on their own. Generally, this means that a customer is able to resolve a problem with available support tools without the personal assistance of a support professional. This rate can be calculated by comparing the number of sessions users initiate with a company's knowledge base versus the number of issues the support team handles over the same timeframe.

An example of a self-service IT solution is if a user forgets their password and is locked out of their account. If an available tool allows the user to reset their password, they are able to unlock their own account without contacting support. Other content that helps increase self-service rates include support documentation, start-up guides, answers to frequently asked questions (FAQ), self-help portals and tips within programs.

Recent customer feedback studies show that consumers prefer to troubleshoot issues on their own rather than speak to a support agent. Therefore, having a high self-service rate is ideal for most companies because it creates a better, quicker user experience and saves money on service desk and IT costs.

A related metric to the self-service rate is the self-service bounce rate, which measures the frequency that website visitors cannot find the information they are looking for on their own and are forced to  choose a different support channel. Measuring this is important to understand the gaps in a customer's support documentation and whether or not current documentation is effectively solving the problem.

This was last updated in November 2018

Continue Reading About self-service rate (self-service bounce rate)

Join the conversation

1 comment

Send me notifications when other members comment.

Please create a username to comment.

What tools has your organization created to help users solve their own help desk requests?
Cancel

-ADS BY GOOGLE

File Extensions and File Formats

SearchCompliance

  • compliance audit

    A compliance audit is a comprehensive review of an organization's adherence to regulatory guidelines.

  • regulatory compliance

    Regulatory compliance is an organization's adherence to laws, regulations, guidelines and specifications relevant to its business...

  • Whistleblower Protection Act

    The Whistleblower Protection Act of 1989 is a law that protects federal government employees in the United States from ...

SearchSecurity

  • RSA algorithm (Rivest-Shamir-Adleman)

    The RSA algorithm is the basis of a cryptosystem -- a suite of cryptographic algorithms that are used for specific security ...

  • remote access

    Remote access is the ability to access a computer or a network remotely through a network connection.

  • IP Spoofing

    IP spoofing is the crafting of Internet Protocol (IP) packets with a source IP address that has been modified to impersonate ...

SearchHealthIT

SearchDisasterRecovery

  • virtual disaster recovery

    Virtual disaster recovery is a type of DR that typically involves replication and allows a user to fail over to virtualized ...

  • tabletop exercise (TTX)

    A tabletop exercise (TTX) is a disaster preparedness activity that takes participants through the process of dealing with a ...

  • risk mitigation

    Risk mitigation is a strategy to prepare for and lessen the effects of threats faced by a data center.

SearchStorage

  • enterprise storage

    Enterprise storage is a centralized repository for business information that provides common data management, protection and data...

  • disk array

    A disk array, also called a storage array, is a data storage system used for block-based storage, file-based storage or object ...

  • optical storage

    Optical storage is any storage type in which data is written and read with a laser. Typically, data is written to optical media, ...

Close