The deployment of client-server computing raised additional challenges for internal support groups, as companies realize that the greatest cost of technology is not acquiring it, but supporting it. As a result, internal IS support organizations are being asked to justify expenses and investments, and help internal users maximize the value of the technology through increased user productivity. In this dynamic environment, self support offers tremendous advantages to both the customer and the service provider. Companies see self-service as a terrific way to reduce operating costs and improve customer satisfaction by allowing consumer to exercise greater control over the transaction. Self support simply means giving users the tools to resolve their own problems, without direct intervention from a support professional.
Customers have direct access to support information and knowledge.
Customers are able to manage many support transactions themselves. Increased speed and ease of access and resolution. Reduced demand for people resources. How self support is implemented can vary significantly, depending upon what the organization wants to accomplish. Figure 1 is a conceptual look at a service organization with self-support channels, and is similar to what The Bentley Group is seeing in companies of all sizes.