56% of service desk professionals find self-service support channels as a staple of their customer support strategy. It’s the ideal way to go if you’re looking to reduce overheads as well as improve the customer or employee experience. Nobody likes hanging around someone’s desk or engaging in back-and-forth emails just to have their password reset anymore. Especially now that we the capabilities to provide autonomy to customers so they can simply help themselves through a self-service portal.
While the ITSM self service portal for employees is easy to implement, it can be a little difficult to drive adoption if you’re not doing it right. Here are some self service tips that you need to know before kickstarting it in your organization.