Browse Definitions :
Definition

self-service rate (self-service bounce rate)

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)

SearchCompliance
  • pure risk

    Pure risk refers to risks that are beyond human control and result in a loss or no loss with no possibility of financial gain.

  • risk reporting

    Risk reporting is a method of identifying risks tied to or potentially impacting an organization's business processes.

  • risk avoidance

    Risk avoidance is the elimination of hazards, activities and exposures that can negatively affect an organization and its assets.

SearchSecurity
  • script kiddie

    Script kiddie is a derogative term that computer hackers coined to refer to immature, but often just as dangerous, exploiters of ...

  • cipher

    In cryptography, a cipher is an algorithm for encrypting and decrypting data.

  • What is risk analysis?

    Risk analysis is the process of identifying and analyzing potential issues that could negatively impact key business initiatives ...

SearchHealthIT
SearchDisasterRecovery
  • What is risk mitigation?

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

  • fault-tolerant

    Fault-tolerant technology is a capability of a computer system, electronic system or network to deliver uninterrupted service, ...

  • synchronous replication

    Synchronous replication is the process of copying data over a storage area network, local area network or wide area network so ...

SearchStorage
  • MRAM (magnetoresistive random access memory)

    MRAM (magnetoresistive random access memory) is a method of storing data bits using magnetic states instead of the electrical ...

  • storage volume

    A storage volume is an identifiable unit of data storage. It can be a removable hard disk, but it does not have to be a unit that...

  • storage capacity planning

    Storage capacity planning is the practice of assessing current data storage needs and forecasting future storage requirements.

Close