Level Zero Solvable
What is Level Zero Solvable?
Level Zero Solvable (LZS) is a metric used for measuring the issues the client could have addressed without contacting customer service. It is usually through a knowledge base or FAQ. LZS is traditionally based on a company’s internal testing.
LZS helps to predict whether or not a customer will be successful using a self-service portal. It is crucial since customers are less likely to revisit your site if you implement self-service with a poor success rate.
Level Zero Solvable importance
Level Zero Solvable is important for customer service issues. By predicting the amount of success with the knowledge base, you can lower consumers’ chance of losing value. Eventually, it will result in a rise in the options they will use again in the future.
Suppose a customer service representative can use a knowledge base or FAQ to answer a question or resolve an issue. In that case, the customer should use the same content without interacting with customer service personnel.
LZS provides three critical pieces of information to customer support:
- From the customer’s perspective, LZS assesses the success of your KB or FAQ.
- When a self-service resource goes live, LZS is utilized to determine when it should go live.
- When self-service resources need to be improved, LZS can provide an indication after having gone live.
How to determine Level Zero Solvable
Here is the standard process to identify the LZS:
- Take notes on the customer’s description of the situation.
- Before attempting to address a problem, search the knowledge base on behalf of the customer.
- Analyze the results to see if the incident was LZS.