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Authored by Stephen Mann, a Principal Analyst at ITSM.tools
The corporate IT self-service portal touted as the cure in delivering against shift-left strategies to meet employees' consumer-world-driven support expectations has failed to deliver on its promises. Data from a HappySignals survey show employees lose an average of 2.7 times more time seeking help on self-service portals over walk-ins. This discourages repeat portal use and has a detrimental effect on outcomes at both an employee and business level.
In this whitepaper, Stephen Mann examines why self-service portals are "slowly dying on the vine."
How (and why) traditional IT self-service portals have failed to deliver the expected benefits
The continued importance of self-service within digitally-enabled organizations
Eight tips for ensuring that new self-service capabilities drive better employee experience & boost agent productivity.
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