5 self-service capabilities you need in your service desk
Self-service is a process by which end-users can find solutions and access resources independently. It was not so long ago that employees had to either write an email or approach a service representative in person to request a product or service or get an issue resolved. However, the modern workplace has evolved in such a way that self-service is key. One of the primary reasons is that offices are not just restricted to physical spaces anymore. Other reasons include the fact that employee expectations are higher, processes are more streamlined and organizations prioritize operational efficiency
According to a webinar on re-imagining IT self-service for better employee experience, featuring Stephen Mann (ITSM.tools) and Joy Su (Freshworks Inc), 42% of organizations said their employees aren’t the biggest fans of their organization’s IT self-service portal but still use it. So, the question that most organizations today are asking is ‘How to optimize customer experience using technology?’ The answer lies in an ITSM tool with a self-service portal. This web-based platform allows users to not only access information and have their questions answered, but also to request the products and services they need to perform their jobs. As the word suggests, it’s all guided by the user and the UI is such that anyone (not just those who are tech savvy) can use it with ease.
If your organization is considering putting a self-service portal in place, or upgrading the current one, here are 5 features/capabilities to look out for in a self-service portal:
1. Self-support: Every self-service portal should be equipped with a robust knowledge base. This ensures that employees are able to get an answer to their issues before they actually raise a ticket. A ‘suggestions’ or ‘suggested solutions’ feature can help because it will automatically suggest relevant content within the ticket while staying on the same page. Having access to a rich knowledge base can go a long way in saving time. The knowledge base should ideally also include educational material like user manuals and supporting documentation. In case they are not able to get an answer this way, they can raise a ticket or request a service via the service catalog feature. Some tools also have the provision for assisted support can enable them to chat with a service agent or HR helps to improve employee experience.
2. Service catalog: One of the cornerstones of self-service is the presence of a service catalog. It must include a user-friendly interface wherein users can browse and choose to select the services and/or items they require. In many ways, the service catalog should function like a shopping experience and it should be easy to navigate and ‘shop’. What’s more, it should also have automated workflows, and inform the user in real-time with notifications and alerts about service delivery.
3. AI-based capabilities: In recent years, AI is growing in popularity, especially in the remote/hybrid workspace. Some ways that self-service can incorporate AI are, through a virtual agent or chatbot, auto-suggestions based on a query that is searched, or even AI-based routing of a ticket to the right agent or bot. Meet Freddy, Freshervice’s virtual agent powered by AI. It is pre-trained on the most common use cases for ITSM and ESM and can be configured on Slack or Microsoft Teams. Tickets are also classified and assigned to the right group faster. It helps to deliver answers to employees quickly and maximize agent productivity. Freddy AI also presents metrics in a simple manner to help you stay on top of the numbers.
4. Forums/Communities: Having a forum or online community can empower employees to initiate discussions, post questions, and also get support, all on one platform. A forum acts like a message board and it can be divided into categories, like, support, announcements, FAQs, and more. Visibility of these forums and discussions within them can be limited to employee log in or the position and/or department of the person accessing it. This allows employees to not only reach out directly to IT agents but also to other employees within the organization to learn from each other and get their issues resolved.
5. Notifications and alerts: End-users today prioritize the ability to track and receive alerts in real-time. Whether it’s about the status of the ticket they raised or the tracking of the service they ordered using the service catalog. Another feature you should look out for in a self-service portal is that it should be optimized for mobile so it can be accessed on the go.
Freshservice’s self-service portal
Built in such a way that employees are empowered to seek help easily by themselves, Freshservice’s self-service portal makes daily work life easier. Freshservice allows any employee to raise tickets on their own and also track its progress and receive notifications along the way.
An extensive knowledge base also enables employees to look up answers to their questions and issues. This ensures that a ticket is only raised if it is not already in the knowledge base. Additionally, this frees up the time of the agents.
Freshservice also has a service catalog, so employees can identify and acquire the resources they need. It also has a user-friendly interface, so the process is as simple as possible. Whether it’s an ID card or access to software like Adobe Creative Cloud, employees can browse and request the item and/or the service they require.
We understand that every organization is different and that also means different requirements and branding policies. Hence, the Freshservice self-service portal is customizable, so it behaves as one requires. Are you interested to implement a self-service portal that not only increases productivity and efficiency but also delights employees? Claim a free 14-day trial of Freshservice today.
