In this article appearing in JoeTheITGuy.com, Joe The IT Guy provides us with an A–Z of IT self-service success tips. Let’s take a look at them now.
Automate: Self-service workflows should be automated, as this will reduce the workload on the self- service staff and will help them pay more attention to complex tasks.
Branding: Branding your self-service portal will show customers that it’s a part of the organization, while also encouraging adoption through familiarity.
Configuration and Customization: Choose an ITSM or self-service tool which allows for the configuration and customization of your self-service experience.
Data Drives Decisions: Use the data that self-service provides to drive decisions.
End-User Education: Promote and present your self-service technology to customers. Besides this, also lead them to it, and educate them about its benefits.
Fit-for-Purpose: Understand your needs intimately before choosing a self-service tool – this will ensure that it’s fit-for-purpose.
Gateway: Self-service shouldn’t be the be-all-end-all. Instead, it should work in combination with other support channels.
Happiness Testing: In order to root-out glitches in the self-service tool, handpick a pilot group (a friendly bunch) to test it out and fix things, before presenting it to all end-users – this will ensure a smoother buy-in.
Integration: It may be vitally important that you choose ITSM or self-service tools that integrate well with others as well as third-party tools.
Journey of the Customer: Self-service is all about the customer, and therefore ‘journey of the customer’ needs to be at the center of your planning.
Knowledge Management: Have the capability to create, approve, and upload new knowledge documents, and regularly review existing documents.
Live Chat: Consider the placement and use of live-chat within your overall self-service suite.
Mobile Access: Provide self-service capabilities to customers on their device of choice and make it mobile device friendly.
Never Stop Improving: Continuously review your self-service capabilities to ensure that they meet the customer’s needs.
Other Support Channels: 100% dependence on self-service will not always work. Therefore, offer other customer care options as well.
Personalize your Portal: A personalized touch can make all the difference between a bad experience and one that exceeds expectations.
Quick Wins: At first, identify quick wins before expanding the use of self-service technology.
Reporting and Analytics: Use data to analyze trends, track performance and construct a deeper understanding of customers. Choose a tool with great reporting capabilities.
Self-Service Promotion: Tell customers about your self-service tool and tell them how great it is.
Team Involvement: As your IT service desk technicians deal with your customers on a daily basis, they will be the best persons to provide advice on the designing of your self-service experience. Involving them will motivate them and ensure that they are better invested in the project.
Understand Goals: Always understand and remember why you’re implementing self-service tech and what you will get from it.
VIP Process: A VIP process via self-service can be a great option for VIP customers and customers who need critical support.
Who is it for: Never lose sight of the fact that self-service technology is there for the customers, and therefore, ask them what they want, and try and provide the desired experience.
X for Experience (as in UX): Good UX should always be valued higher than simply good design.
You Should Choose Phased Delivery: Release your self-service experience in stages rather than implementing one that tackles everything from the get-go.
Zeal: Approach your self-service project with zeal, enthusiasm and motivation, and this will help you overcome any hurdles.
Click on the following link to view the original article in full: https://www.joetheitguy.com/2019/01/30/an-a-z-of-it-self-service-success-tips/