Understanding Success by Channel
Improved customer success with self-service is a key benefit of KCS; how do we quantify that benefit?
Measuring the value that knowledge provides to the organization has been a topic of conversation for Consortium for Service Innovation members for a number of years.
Specifically, Consortium members have been concerned with measuring the success, and justifying the investment, of a self-service implementation. Experience has shown that a robust self-service mechanism provides more value than just "case deflection," but quantifying this is a complex endeavor.
Our ultimate goal is to provide a comprehensive view of the value of serving up knowledge across all relevant channels within a company.
- This is Phase 1: we are looking at activity in company-provided self-service mechanisms and the assisted support center (where knowledge workers are using KCS).
- Future phases will explore community and social channels as well as bots, automation, and proactive engagement. Measuring the Community Channel is complete and we will publish this work in late 2023.
We propose tracking a short list of measures over time (the Service Engagement Measures Spreadsheet) to provide visibility to your organization's total demand for knowledge, and how that demand is being fulfilled. We've done our best to provide context and supporting materials, and look forward to hearing from you and what you learn on this journey.
This resource reflects ongoing work done by a group of 40+ Consortium members, representing 18 member companies of various sizes and markets, and is offered as a supplement to the Measurement Matters v6 paper.