Posted tagged ‘call deflection’

A third of tech support incidents are for procedural, or “How do I?” questions

August 6, 2009

I’m preparing for next week’s webcast, Driving Self-Service Success with Rich Media, based on a recent report I published highlighting a case study from SSPA member and partner, Adobe. Something that struck me while looking at the benchmark data regarding self-service success and customer incidents is the type of issues customer call/email/chat about.

We tend to think of tech support receiving a lot of break fix, hard down type of problems. But look at this data from the SSPA Benchmark on new support incidents by type of customer issue, which I have broken down by industry segment:

New cases by type of support incident

New cases by type of support incident

The largest percentage of issues, across industry segments, is not installation problems or product bugs and defects. Rather, a third or more of support incidents are procedural questions, or questions that usually begin with “How do I?” Not only are procedural questions the easiest to solve via self-service, but as we hope to show in next week’s webcast, they are also the easiest types of questions to successfully supplement knowledgebase (KB) articles with rich media, such as a video demonstrating the procedure.

There are lots of reasons for this large chunk of procedural questions: (more…)


Support’s Perfect Storm Rages On: Incident Volumes Up; Self-Service Success Down

September 25, 2008

An SSPA partner asked me this morning for an update on my 2006 stump speech, “Support’s Perfect Storm,” which documented how rising technical complexity was driving up incident volumes.  I just pulled the latest 2008 AFSMI/SSPA Benchmark numbers and compared them to my information from 2006, and I am sorry to say:  The Perfect Storm continues to run rampant over technical support operations.  With the financial services crash certain to create even more cost cutting for support operations, will technical support find itself riding out 2009 in a FEMA trailer? (more…)