By Ashley Verrill
Recently, I called Zoho evangelist Raju Vegesna to get his advice for a research project I was working on. Self-service channels are becoming increasingly popular, and I wanted to find out the average value customer service organizations get from their self-service channels.
With the help of Raju and other experts, I identified a set of variables I would measure in combination to ultimately determine the total value of self-service. The resulting equation, calculates the issues companies solve each month through self-service channels that don’t involve an employee; then how much that same level of service would have cost had the customer called, emailed or chatted a CSR. Here’s what we came up with: