{"id":253706,"date":"0202-04-28T05:00:01","date_gmt":"0202-04-28T09:56:03","guid":{"rendered":"https:\/\/www.servicexrg.com\/?p=253706"},"modified":"2026-01-16T13:20:15","modified_gmt":"2026-01-16T18:20:15","slug":"self-service-falls-short","status":"publish","type":"post","link":"https:\/\/www.servicexrg.com\/blog\/self-service-falls-short\/","title":{"rendered":"Self-Service Initiatives (Still) Fall Short"},"content":{"rendered":"<p class=\"p-lead\">The real impact of self-help is too often overstated, and performance not fully optimized.<\/p>\n<p>We rely on self-help, community, and automation to scale service delivery, but there is growing concern that our efforts fall short of its full potential. There are a few key challenges: first, do we have the knowledge resources necessary to resolve as many issues as possible; second, do our measures of self-service effectiveness reflect reality; finally, do we have the right roles, skill sets, and tools.<\/p>\n<p>Let\u2019s start with the good news \u2013 customer use of self-help is strong with over 70% of support demand initially serviced through self-help channels. While many self-help transactions provide useful information, only 22% of cases are fully resolved and deflected from assisted channels.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-253680\" src=\"https:\/\/www.servicexrg.com\/wp-content\/uploads\/2021\/03\/Self-Help-Rate-Chart.png\" alt=\"\" width=\"956\" height=\"356\" srcset=\"https:\/\/www.servicexrg.com\/wp-content\/uploads\/2021\/03\/Self-Help-Rate-Chart.png 956w, https:\/\/www.servicexrg.com\/wp-content\/uploads\/2021\/03\/Self-Help-Rate-Chart-300x112.png 300w, https:\/\/www.servicexrg.com\/wp-content\/uploads\/2021\/03\/Self-Help-Rate-Chart-768x286.png 768w\" sizes=\"(max-width: 956px) 100vw, 956px\" \/><\/p>\n<p>The impact of self-help is often overstated (or worse, not known) and the ability to improve self-help performance is underfunded. Here are a few suggested resources:<\/p>\n<ul>\n<li>Are you accurately measuring deflection and is your reporting of self-service impact correct? Check out <a href=\"https:\/\/nam10.safelinks.protection.outlook.com\/?url=https%3A%2F%2Fservicexrg.us1.list-manage.com%2Ftrack%2Fclick%3Fu%3De4f3b75f7c3655027437a2319%26id%3D703a2dc1b4%26e%3DqQ5tU6pEpc&amp;data=05%7C01%7Ctsweeny%40servicexrg.com%7C15311aa7d66843ad021f08db307f71cb%7Ca20a5325d2bb466085da13d69e6b5a46%7C0%7C0%7C638157096167790959%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&amp;sdata=UUp8kRmpGDNQwXAHZphyaKR6fctZ%2Bk4BPDkzCFS%2Ff98%3D&amp;reserved=0\">Measuring Self-Service Deflection<\/a>.<\/li>\n<li>Want to do better with self-service? Check out <a href=\"https:\/\/nam10.safelinks.protection.outlook.com\/?url=https%3A%2F%2Fservicexrg.us1.list-manage.com%2Ftrack%2Fclick%3Fu%3De4f3b75f7c3655027437a2319%26id%3Dbf9d0fdd48%26e%3DqQ5tU6pEpc&amp;data=05%7C01%7Ctsweeny%40servicexrg.com%7C15311aa7d66843ad021f08db307f71cb%7Ca20a5325d2bb466085da13d69e6b5a46%7C0%7C0%7C638157096167790959%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&amp;sdata=AwXcqsry3kUYTGPU%2Bios6qAPEpnbnjIgWq%2FYC02K0w4%3D&amp;reserved=0\">Self-Help and Digital Engagement<\/a> for market leading best practices.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>The impact of self-help is often overstated (or worse, not known) and the ability to improve self-help performance is underfunded.<\/p>\n","protected":false},"author":4,"featured_media":253398,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[27,46,50,14],"tags":[69,37,90,33,57],"class_list":["post-253706","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-insights","category-support","category-scale","category-technology","tag-automation","tag-customer-support","tag-deflection","tag-metrics","tag-self-help","post_outcome-scale-delivery-capability","post_activity-knowledge-management","post_activity-self-help","post_activity-self-help-and-automation","post_activity-support"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/253706","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/comments?post=253706"}],"version-history":[{"count":5,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/253706\/revisions"}],"predecessor-version":[{"id":254983,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/253706\/revisions\/254983"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media\/253398"}],"wp:attachment":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media?parent=253706"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/categories?post=253706"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/tags?post=253706"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}