How to Re-Imagine IT Self-Service for the Best Employee Experience.

It all starts with asking yourself how you would rate the IT portal’s employee experience at your organization.

Think about it. Do your employees love using your IT self-service portal? Or do they simply put up with it to get work done?

In a recent webinar on IT self-service portals and their effect on employee engagement, 42% of organizations said their employees aren’t the biggest fans of their organization’s IT self-service portal but still use it.

What’s more, 23% said their employees avoid using it because of poor user experience.

As IT leaders, you may ask, so what if my employees don’t like using the IT self-service portal. The work still gets done, regardless of the quality of the IT self-service portal, right?

Here’s where you’re wrong.

According to our survey with Harvard Business Review, 77% of employees said they would consider looking for a new employer if their current job does not provide access to the tools, technology, or information they need to do their jobs well.

Workers, especially in the younger age group, increasingly expect technology to be simple. The same study revealed 91% of the employees have higher expectations for technology to be easy to use than they did ten years ago.

With so much riding on technology’s make-or-break role in employee experience and engagement, organizations using traditional IT self-service portals are under tremendous pressure to find an easy fix.

So, what’s the solution?

Implementing friction-free service and support capabilities

There are a number of access channels that already exist and can be considered as immediate alternatives to a traditional portal, for example:

  • Mobile apps that, while perhaps still portal-like in design, provide employees with access to IT support “in their hand.”
  • Access from inside work collaboration apps such as Slack and Microsoft Teams
  • Voice access points such as Amazon’s Alexa, Google’s Home, or via the voice interface on Android and iOS devices.

There are also various smart capabilities that can be employed to deliver service and support via these alternative access channels (plus the traditional channels), for example:

  • Conversational artificial intelligence (AI) capabilities – either text or voice-based chatbots and virtual assistants. These can either assist an employee using knowledge or automation or capture demand for human-based help or service provision.
  • Smart automation (including both machine learning and robotic process automation (RPA)6 capabilities) – the immediate automated delivery of what’s needed by an employee, such as issue remediation or the provision of new software.
  • Smart autoresponders for email – this is smart automation added to a traditional access channel. Here an employee email to IT support is automatically responded to with a machine-learning generated response that details the likely remediation action and/or links to smart automation to deliver what’s needed.

In short, by combining alternative access channels and smart capabilities, your organization can provide immediate and friction-free service and support.

In our recently concluded webinar, Re-Imagine IT Self Service for the Best Employee Experience, Stephen Mann, Principal Analyst at, and Joy Su, Senior Director, Product Marketing at Freshworks, discussed the intersection of employee experience and IT self-service portal. You can watch the full webinar on-demand and view the slides here.

Design courtesy: Monhanraj Selvan

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