In a recent joint survey with Freshworks, we found that only one in five organizations (21%) think that the expected ROI for their self-service investment was achieved.
How does this stat lie with your organization’s experiences with self-service?
And if you’re one of the 21%, what would you recommend that others do to be successful with self-service?
Here’s some extra flavor to the headline…
In addition to the 21% ROI-success statistic, only 16% or organizations reported that their IT self-service capabilities to be “Great – Our employees love using it.” Whereas 43% stated that they are “OK – Our employees aren’t fans but still use it” and 14% that they are “Poor – Our employees avoid using it.”