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)

SearchNetworking
  • cloud-native network function (CNF)

    A cloud-native network function (CNF) is a service that performs network duties in software, as opposed to purpose-built hardware.

  • Wi-Fi 6E

    Wi-Fi 6E is one variant of the 802.11ax standard.

  • microsegmentation

    Microsegmentation is a security technique that splits a network into definable zones and uses policies to dictate how data and ...

SearchSecurity
  • MICR (magnetic ink character recognition)

    MICR (magnetic ink character recognition) is a technology invented in the 1950s that's used to verify the legitimacy or ...

  • What is cybersecurity?

    Cybersecurity is the protection of internet-connected systems such as hardware, software and data from cyberthreats.

  • Android System WebView

    Android System WebView is a system component for the Android operating system (OS) that allows Android apps to display web ...

SearchCIO
  • privacy compliance

    Privacy compliance is a company's accordance with established personal information protection guidelines, specifications or ...

  • contingent workforce

    A contingent workforce is a labor pool whose members are hired by an organization on an on-demand basis.

  • product development (new product development -- NPD)

    Product development, also called new product management, is a series of steps that includes the conceptualization, design, ...

SearchHRSoftware
  • talent acquisition

    Talent acquisition is the strategic process employers use to analyze their long-term talent needs in the context of business ...

  • employee retention

    Employee retention is the organizational goal of keeping productive and talented workers and reducing turnover by fostering a ...

  • hybrid work model

    A hybrid work model is a workforce structure that includes employees who work remotely and those who work on site, in a company's...

SearchCustomerExperience
  • hockey stick growth

    Hockey stick growth is a growth pattern in a line chart that shows a sudden and extremely rapid growth after a long period of ...

  • Salesforce Trailhead

    Salesforce Trailhead is a series of online tutorials that coach beginner and intermediate developers who need to learn how to ...

  • Salesforce

    Salesforce, Inc. is a cloud computing and social enterprise software-as-a-service (SaaS) provider based in San Francisco.

Close