User Support: How to assess effectiveness

Support utilisateur

Did you know that an employee uses an average of 8 applications? (Source: Blissfully)

Whether you’ve set up an ERP, HRIS, CRM, E-procurement or Digital Workplace, one thing is certain: user support plays a crucial role in effective implementation. But how do you know if your user support is really effective?

To measure the efficacy of your user support, it’s essential to choose the methodology, indicators, and tools. We explain everything in detail below.

5 steps to measure the effectiveness of your user support

Before evaluating the effectiveness of your user support, it’s important to consider your approach to measurement. In simpler terms, you need to define how you will assess the impact of your user support efforts. To assist you in this process, we have developed a 5-step methodology to guide you and provide practical insights. By following this method, you can gain a comprehensive understanding of the effectiveness of your user support initiatives.

1. Define your indicators

To assess the effectiveness of your user support, start by defining your key performance indicators (KPIs). This step is crucial because it helps you determine exactly what you want to measure. With numerous indicators available and the potential for overwhelming amounts of data, your task is to identify the most relevant metrics for your organization. Don’t worry, we have a section at the end of this article that will assist you in selecting the appropriate indicators. 

When choosing your KPIs, consider factors such as the type of applications you support, the level of maturity of your user support, and the resources you have. By aligning your indicators with your unique circumstances, you can ensure that they are relevant and useful for evaluating the effectiveness of your user support.

 2. Set up the necessary reporting tools 

The next step is to determine the necessary tools for evaluating your user support’s effectiveness. Once you have identified your metrics, you may find that your current tools are inadequate for accurately measuring your user support. Use this opportunity to assess, optimize, or replace your existing evaluation tools. Consider your available resources and the maturity of your support processes when making this decision. It is important to avoid investing in advanced reporting tools if you lack the necessary resources or expertise to fully utilize them. Aim for a balanced approach that aligns with your organization’s capabilities and goals.

3. Collect the data

You’re getting closer! Have you selected your KPI indicators? Set up and configured your tools? Then it’s time to collect the necessary data to measure the effectiveness of your user support. FYI, data is a real gold mine to improve your user support!

4. Take stock

Once you have gathered all the essential data, it’s time to delve deeper into your assessment. To gain valuable insights, consider asking yourself the following questions:

  1. What does the data reveal about the current state of your user support?
  2. What insights can you derive from the data about the results and effectiveness of your user support?
  3. What are the key strengths of your user support that you can build upon?
  4. What are the primary areas for improvement that require immediate attention and action?
  5. What are the secondary areas for improvement that are important but not as urgent?

By answering these questions, you will gain a thorough understanding of your current user support status and identify areas that need improvement.

5. Start over and optimize

Regularly assess and improve the effectiveness of your user support for long-term optimization. Establish a regular schedule to measure outcomes and conduct periodic reviews.

The goal is simple: consistently enhance your user support for improved efficiency and a better user experience. With the methodology in hand, it’s time to take action and make tangible strides in enhancing your user support.

User support: which indicators to choose? 

To accurately measure the effectiveness of user support, it’s vital to select the right indicators. While it might be tempting to rely on quantitative metrics like numerical data, qualitative indicators from your users are just as valuable. For a comprehensive evaluation, we recommend choosing a balanced combination of both quantitative and qualitative indicators. 

Quantitative indicators to measure the effectiveness of your user support 

Quantitative indicators provide numerical insights, while qualitative indicators offer a deeper understanding of the user experience. Here are some examples of quantitative indicators to measure user support effectiveness:

  • Number of support requests
  • Response time to support requests
  • Average request processing time
  • Costs associated with producing and updating documentation
  • User satisfaction

Qualitative indicators to measure the effectiveness of your user support 

In addition to these quantitative indicators, qualitative indicators play a vital role in assessing user support effectiveness. Consider the following qualitative indicators:

  • Improved software usability and feature set
  • Enhanced data quality in software usage
  • User autonomy and proficiency with applications
  • Enhanced user experience

Remember to adapt and customize your list of indicators based on your specific challenges, applications, and available resources. With these best practices for measuring user support effectiveness, you’re now ready to take the next step towards optimizing your user support sustainably using embedded application support.

Tags: Support

Sarah C

Sarah oversees all things inbound marketing, exploring the many business uses and topics surrounding digital adoption. Her previous experiences include B2C and product marketing in the social listening space, uncovering emerging industry trends.