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What is self-service ratio?

Definition: A self-service ratio is a metric that measures the effectiveness of self-service support channels, such as help centers, knowledge bases, chatbots, or automated systems. 

A high self-service ratio indicates that a larger percentage of customers can find solutions to their problems independently, reducing the workload for customer support agents and potentially improving overall customer satisfaction. 

The self-service ratio is also known as the self-service score and ticket deflection rate.

How to calculate self-service ratio?

Self-Service Ratio = (Number of Self-Service Resolutions / Total Number of Customer Inquiries) × 100

Benefits of a high self-service ratio

  • Reduced support costs: By empowering customers to resolve their issues through self-service channels, companies can reduce the demand for live customer support agents, resulting in lower operational costs.
  • Improved customer satisfaction: Customers often prefer to find answers and solve problems on their own, without waiting for assistance from a support agent. A high self-service ratio indicates that customers can quickly and easily access the information they need, leading to a more positive customer experience.
  • Increased support team efficiency: With a reduced workload, customer support agents can focus on addressing more complex or high-priority issues.
  • Scalability: As a company grows, the volume of customer inquiries can increase significantly. A robust self-service support system can help manage this growth without requiring a proportional increase in support staff.
  • 24/7 support availability: Self-service channels are available around the clock, providing customers with access to support resources whenever they need them, regardless of the customer support team's operating hours.
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Article FAQs

How do you calculate self-service rate?
You can calculate the self-service rate by dividing the number of resolved inquiries through self-service channels by the total number of inquiries received.‍

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