The self-service rate (self-service bounce rate) is the percentage of customers who complete a task without the need for assistance from customer service.
A high self-service rate is a good indicator that your customer service team is efficient and effective. It also suggests that your customers are able to find the information or help they need without difficulty.
A low self-service rate may be indicative of poor customer service, or it may simply mean that your customers need more assistance than can be provided through self-service options. In either case, it is important to investigate the reasons for a low self-service rate in order to improve the customer experience.
How do you measure self-service?
There are a few different ways that you can measure self-service:
1. Look at the number of people using self-service options compared to the number of people using other options (e.g. calling customer service, sending an email, etc.). This can give you a good idea of how popular self-service is and how well it is being received by customers.
2. Look at the satisfaction levels of those using self-service options. This can be done through surveys or other feedback mechanisms. This will give you an idea of how well self-service is meeting customer needs.
3. Look at the cost savings of self-service. This can be difficult to measure, but if you have data on the cost of customer service interactions (e.g. call center costs, email support costs, etc.) you can compare this to the cost of self-service options. This will give you an idea of how much money self-service is saving the company.
4. Look at the efficiency of self-service. This can be measured by looking at the average time it takes to complete a self-service task (e.g. resetting a password, checking account balance, etc.) and comparing it to the average time it would take to complete the same task through another channel (e.g. calling customer service, sending an email, etc.). This will give you an idea of how much time self-service is saving What is self serve option? The self serve option is a feature that allows customers to access and manage their account information themselves, without having to contact customer service. This can be done through a company's website or through a mobile app. This option can save customers time and hassle by allowing them to view their account information, make changes, and see their account history all in one place. What is a service rate? A service rate is the number of service requests that a company receives divided by the number of customers it has. For example, if a company has 100 customers and receives 10 service requests in a month, its service rate would be 10%. How do you calculate deflection rate? To calculate the deflection rate, divide the deflection by the length of the member. For example, if a member is 6 inches long and deflects 1/2 inch, the deflection rate would be 1/12 or 0.0833.
How do you measure self service deflection?
There are a few ways to measure self service deflection:
1. Look at the number of contacts coming in through different channels (e.g. phone, email, chat, etc.). If the number of contacts coming in through self service channels (e.g. chat, email) is increasing, while the number of contacts coming in through other channels (e.g. phone) is decreasing, this is a good indication that self service is deflecting contacts.
2. Look at the number of contacts that are being resolved through self service channels. If the number of contacts being resolved through self service channels is increasing, while the number of contacts being resolved through other channels is decreasing, this is a good indication that self service is deflecting contacts.
3. Look at the satisfaction scores for contacts that are resolved through self service channels. If the satisfaction scores for contacts resolved through self service channels are high, while the satisfaction scores for contacts resolved through other channels are low, this is a good indication that self service is deflecting contacts.