TSIA Research - The Current State of Unassisted Support

An analysis of data from multiple TSIA sources paints a disturbing picture of self-service in 2011:

  • successful visits are continually trending downward
  • customers have all but abandoned online knowledgebases, and
  • employees are dissatisfied with knowledge tools in place.
Armed with this report, support management can understand the issues based on actual research data, and learn TSIA's top recommendations to reverse the downward trends, improve self-service success, broaden the audience to include new customer demographics, and leverage innovative technology to dramatically improve deflection rates.
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