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(EMAILWIRE.COM, February 16, 2011 ) SAN DIEGO, CA, February 15, 2011 –The Technology Services Industry Association (TSIA)—the leading association dedicated to advancing the business of technology services—released a new report today based on findings in the latest Support Services Benchmark Survey. The report, titled “The Current State of Unassisted Support,” documents the downward trend of self-service success by enterprise and consumer technology firms, providing insight into the falling success metrics and making the case for increased investment in self-service technology.
“This report illustrates that unassisted support success has been declining, hitting an all-time low of 39 percent in early 2011. Our data shows that customers are avoiding online knowledgebases, and support employees are rating homegrown knowledge tools as less than satisfactory,” said John Ragsdale, vice president of technology research for TSIA. “For the very first time, we also have accurate cost-per-channel data, which underscores how little is being spent to maintain and extend existing unassisted support platforms.”
Unassisted support provides tools for customers to find their own answers online, eliminating expensive phone calls and e-mails for assisted support. As product complexity has grown, first-generation self-service tools are not keeping pace, meaning fewer incidents are “deflected” away from expensive assisted support resources.
“As support interaction volumes continue to grow year over year, we must quickly improve self-service effectiveness to keep pace with growing support demand, enabling more customers to self-solve,” says Ragsdale. Strategies for improving unassisted support include process improvements, use-case analysis to better understand customer needs, and updated knowledge tools that include sophisticated analytic reporting.
According to Ragsdale, the potential savings for support organizations is huge. As documented in the report, if a support operation receiving 10,000 customer incidents a month were able to increase self-service success by just five percent, over the course of a year that savings would add up to almost $1 million.
TSIA members can now access and download the report at www.tsia.com/support_services/ss_research_reports.html.
About TSIA
The Technology Services Industry Association (TSIA) is the leading association dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class benchmarking and research, exceptional peer networking and learning opportunities, and high-profile certification and awards programs. We keep their business leaders informed and connected through a full range of programs and services that tackle real-world service business challenges, providing real-world solutions. TSIA corporate members represent the worldÂ’s top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT and telecom, consumer technologies, healthcare and healthcare IT, and industrial automation. TSIA brings the technology services industry together. www.tsia.com
# # #
Contact:
TSIA
Suzanne Hite
410-774-5322
suzanne.hite@tsia.com 
Source: EmailWire.com
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