IT Governance

An A–Z of IT Self-Service Success Tips

In this article appearing in, 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:

Show More
Back to top button

We use cookies on our website

We use cookies to give you the best user experience. Please confirm, if you accept our tracking cookies. You can also decline the tracking, so you can continue to visit our website without any data sent to third party services.