Web self service can reduce support
costs by up to 87%
According to research by the Association of Support Professionals, the average cost to resolve a problem by web self-help is 87% less than resolving the same issue by telephone or email.
 

Automating password resets is a quick-win
According to Gartner Research, on average, 30% of help desk calls are password-reset requests that take 20 minutes to resolve. Forrester Research also reckons that the average help desk cost per password reset is about £35. Implementing an automated system that allows users to reset their own passwords is a quick-win, cost reduction excercise. It's also a 24x7 service!
 

Smaller organisations can save more with self service
Studies suggest that the administration cost of the help desk taking calls is four times more expensive for small companies compared to larger organisations. Reducing or deflecting trivial support issues (such as password resets) can produce big gains for the smaller organisation
 

Users won't adopt self service without seeing the benefit
You should plan from the outset how much self help is appropriate for your users and what is their motivation to use it rather than pick up the phone to the help desk e.g faster response time for web submissions of trivial support issues, 24x7 availability of specific services etc.
 

Self-service is not just a tool it's a strategy
Though web self service is often thought of in terms of cost reduction, consideration should be given to your users' needs and if self service will add value to their support interaction. Implementation of self service needn't be a big bang approach either: start with password reset before moving on to more advanced self service features such as user access to support knowledgebases.