Integrate with Applications and IT Services
Many self-service portals are stand-alone applications or interfaces that users can go to when they need help; however, it doesn't have to be that way. Most applications and IT services have help functions built into them that can be integrated with your self-service portal. Integrations can be as simple as a link to the portal or as sophisticated as integrated search directly from the application into your knowledge base. Integrating your self-service portal with IT services isn't only about making information easier to access. Support integrations can help your IT team by capturing the context of what the user was trying to do when they engaged you for support.
-
Were they trying to perform a particular task?
-
Did they receive an error message?
-
What are the access permissions for the account they are trying to use?
These are all questions that an agent would need to ask anyway. But by using a self service portal with support integrations, you can automate your way through, thus saving time and effort. (and of course the frustration of the user having to answer all over again).
Quick Access to Information and Tasks
Over half of the questions and requests that users make to IT are simple and routine. They often take less than 2 minutes to resolve and don't require technical knowledge or diagnostic skills. Examples include finding answers to common questions and performing basic tasks like requesting access to an application or resetting a password. Often any approvals that are needed (for things like provisioning resources) are managed by automated business rules and don't require any manual approval. If the user had easy access to the information they needed, there would be no need to engage an agent. This is what your self service portal accomplishes. It can provide users with quick access to the information that they need and the ability to perform basic tasks without the delays of waiting for an agent.
No Need for Human Interaction
Strong preference towards interacting with technology over people, is a hallmark characteristic of the millennial generation of workers. As one HR thought leader phrased it: "Millennials don't want to talk to their mothers on the phone – they certainly don't want to talk to your helpdesk unless they have no other choice." The issue of employees' preferred mode of interaction is becoming increasingly important in an environment where individual employees are driving workplace policies, processes, and culture, rather than top-down. Your self service portal is a critical tool in providing users a choice on how they interact with your IT function. By giving them the chance to solve problems independently, perform diagnostic tasks, engage in support community forums (peer support), and select a preferred modality for interacting with agents, you are giving the user control of their support experience.
Local Language Support
Inclusion and diversity are essential for developing a highly competent workforce. Sometimes this can cause challenges for your IT agents. A diverse global workforce often means that you have employees with a variety of native languages that you need to be able to communicate in. Some countries also have laws that specify that information be made available in their national language. A key benefit of self-service support portals is the ability to leverage translation services to localize content into the languages that your users want/need to communicate without having to have staff available to speak those languages.