Self-Service Best Practices

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Executive Summary

TechExcel stands at the forefront of the rapidly changing market for web-based tools intended for self-service. The Help Desk Institute estimates that each ?first level incident will cost about $25. Therefore, if support centers are able to detect just ten calls per day to a Self-Service Portal, the company will stand to save around $60,000 per year! This guide highlights some of the key best practices that the author has used in the ?field during implementations. The author hopes one will be able to develop their own successful strategy for self-service using this step-by-step approach.

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