Self-service has proven effective at reducing the number of interactions handled by live agents and, often, reducing overall costs of customer service. We conducted a survey to find out which self-service channels are most used and most effective, as well as which aspects and metrics of customer service can most improve.

1. Software Advice IndustryView:
IT Help Desk Software Report
Trends and best practices from the industry

2. IT Help Desks have a variety of strategies specifically designed to lower their
average cost per ticket. Interestingly, as a fringe benefit of an unrelated trend in
the corporate IT world, a new cost-lowering strategy is emerging. BYOD—an
increasingly common policy under which companies allow employees to “Bring
Your Own Device” to work—has the potential to lower IT help desk expenses by
minimizing the creation of new tickets.
Here, we examine this fringe benefit of BYOD. With data from our most recent
survey, we look at how, why and to what degree BYOD can be leveraged to
reduce demand for support and lower IT help desk costs.
Abstract

3. Eighty-three percent of U.S. employees reported being more skilled with their own
personal mobile devices than with devices issued by their employer.
More skilled83%
Less skilled17%
Employee Skill Level With Own Device vs. Company Device

4. Much less often
Less often
Equally often
More often
Much more often
0% 10% 20% 30% 40%
Percent of sample
Nearly 75 percent of those we polled experience technical problems with their own
devices “less often” or “much less often” than when using company devices.
Frequency of Problems With Own Device vs. Company Device

5. Work-issues device
Personal device
0% 10% 20% 30% 40% 50%
Percent of sample
Employees are much less likely to open help desk tickets for problems they
encounter using their own mobile devices at work.
Employees Who Have Opened Help Desk Tickets by Device Type

6. When they have problems using their personal mobile devices at work, people are
much more likely to solve them themselves and not seek help from the help desk.
Troubleshoot it myself
Contact IT staff
Look into it after work
0% 10% 20% 30% 40% 50% 60%
Company device Personal device
How Employees Solve Problems by Device Type

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for software vendors.
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