Resolve more support cases with a clear self-service strategy

A self-service solution doesn’t automatically perform miracles. If it is to be used in the best way possible, enhance service levels and generate real financial benefits, you should draw up a strategy and get people to follow it. In this white paper we describe the most important areas that should be included in a support strategy for self service, as well as a step-by-step description of how you can draw up a clear one:

• Choosing a support strategy
• The support strategy, step by step (goals, expectations, content, organizational structure, marketing, launch, follow-up)
• A checklist: Questions that a support strategy for self service should answer