← All tools

Free Support Calculator

Self-Service Metrics Calculator: Measure Deflection, Resolution, and Cost Savings

Enter one monthly support cohort, separate confirmed resolutions from no-contact behavior, and see every formula behind the result.

Trusted by 5m+ people who would rather show than tell

Case study

Local Scenario Model

Calculate self-service outcomes and cost savings

Use one monthly cohort and one consistent definition of “resolved.” The prefilled values are a synthetic fixture, not a benchmark.

Eligible contacts People or cases that could have created an assisted contact this month

Self-service users Eligible people who used the article, guide, bot, or workflow

Resolved users Self-service users with a confirmed successful outcome

Unresolved users who contact support (%) Use a measured split when available; no contact is not the same as success

Monthly content/program cost (USD) Recurring content, tooling, and program cost for this cohort

Assisted cost per contact (USD) Your measured fully loaded cost for one comparable assisted contact

Formula: modeled contact deflection = resolved users + unresolved users × (1 − unresolved contact split). Gross savings multiply that count by assisted cost. Net savings subtract the monthly program cost. This is a scenario model, not proof that self-service caused every no-contact outcome.

Monthly cohort result

Solve rate: 75%
Contact deflection: 510 (51%)
Annual contact reduction: 6,120
Gross savings: $9,180/month · $110,160/year
Net savings: $6,180/month · $74,160/year
Cost per resolution: $6.67
Break-even: 0.33 months

The model counts 450 confirmed resolutions and 60 unresolved users with no assisted contact. Only the confirmed resolutions belong in the solve rate.

Privacy: Enter aggregate counts only—never ticket text, names, email addresses, or identifiers. Inputs and calculations stay in this browser tab and are not saved or sent. Download stays local. Only the finished CSV uploads if you explicitly choose Upload finished CSV to Zight.

Free to use No signup required Inputs stay local; only the finished CSV uploads when you choose Upload to Zight

Is this tool working for you? Report a problem

How It Works

Three steps to get started

Define One Cohort

Count the people or cases eligible to contact support, those who used self-service, and those with a confirmed successful outcome during the same monthly window.

Separate Resolution from No Contact

Enter the share of unresolved self-service users who still create an assisted contact. The calculator reports confirmed solve rate separately from modeled no-contact deflection.

Check Cost and Export

Apply your monthly program cost and assisted-contact cost, inspect gross and net results, then copy the summary or download a CSV with the formulas and limitation.

Transparent Measurement

Resolution is an outcome.
No contact is only an observation.

The model never turns every missing ticket into a solved problem. It shows how the entered unresolved-user split changes the deflection estimate, while solve rate uses only confirmed resolved users.

Visible denominators and a separate confirmed solve rate
Monthly and annual gross savings, net savings, and assisted-contact reduction
CSV export with the inputs, outputs, formula, units, and measurement limitation

FAQ

Frequently Asked Questions

How does the self-service metrics calculator define solve rate?

Solve rate is confirmed resolved users divided by self-service users in the same cohort. If no self-service users are entered, the rate is not defined. A missing assisted contact is not counted as a confirmed resolution.

How is contact deflection calculated?

The model adds confirmed resolved users to unresolved self-service users who did not create an assisted contact under the split you enter. That is a modeled no-contact count, not proof of resolution or proof that self-service caused the behavior.

What does break-even months mean here?

It is the point within a monthly cost cycle when modeled gross savings recover that month's recurring program cost. If gross monthly savings do not exceed the recurring monthly cost, break-even is shown as not reached. It is not an investment forecast.

Are my support numbers uploaded or saved?

No. Enter aggregate counts only. Inputs, calculation, copy, and CSV download stay in your browser tab and are not stored. Only the finished CSV uploads if you explicitly choose Upload finished CSV to Zight after a valid calculation.

Which quality checks should I pair with these metrics?

Review successful task completion, repeat contacts, reopened cases, channel switching, abandonment, accessibility barriers, and a sample of conversations. Keep the cohort definition and observation window stable when comparing periods.

Turn confirmed answers
into reusable support guidance.

Collect the missing visual context, verify the resolution, and preserve only the answer your team has reviewed.