Self-Service Best Practices
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.