“I’m so tired of hearing a recording answer the phone. I just need to speak to a person!”
How many times have you heard people complain about this? Yet, when it comes to obtaining computer support, more and more users are celebrating the fact that they don’t need to wait to talk to a person to get many of their problems solved. They’re celebrating the fact that their company service desk has implemented user self-service capabilities.
How Does User Self-Service Work?
Have you identified your “frequent flyers” lately? Not only those users who call for help more often than others, but also those questions that are asked more often than others?
You probably wouldn’t be surprised by the most frequently asked questions. You hear them every day. What might surprise you is the proportion they represent of the total community of questions asked. The ASI Help Desk finds that some can represent 10-20-30-even 40% of the inquiries your help desk receives, dwarfing all other questions combined.
So what’s wrong with this picture?
Simply put, as much as half of your budget may be getting spent on answering the same question over and over and over again. It would be worth your while to put that question and its answer on a plaque and post that plaque over every desk in your company. You could then probably cut your staff and other help desk resources in half. Scary… but true!
Research by the ASI Services team finds that distribution of most frequently asked questions follows the Pareto Principle. That is, 80% of inquiries involve 20% of the questions. Put another way, if you could enable your users to obtain answers to the 20% of all questions that are asked most often, you could reduce the load on your help desk by as much as 80%. Sound interesting?
Enabling User Self-Service
Users are more connected and better informed than ever before. Organizations are looking for business solutions that can strengthen their ability to connect with users on their own terms, using whatever device and whatever channel they prefer. Industry research firm Forrester has found that 72% of customers prefer self-service over phone or email interactions, meaning that self-service is no longer just an option, it’s a competitive requirement.
Once you know the most frequently asked support questions, and have developed easy-to-follow answers for them, you can use a variety of communication tools to make those answers instantly available to your users, including:
Portal: a 24/7 user support center that is seamlessly integrated into your organization’s current website. This web-based help center gives your users easy and convenient access to an intuitive, searchable knowledge base which delivers quick answers to their most-commonly asked service and support questions. If your users still require personal support after using the knowledge base, they can submit a help ticket, track its progress at their convenience and receive an automatic notification email when an answer is available for them.
Mobile Self-Service: Allow your users to access answers to frequently asked questions using whatever device they prefer. The responsive design of Portal enables you to increase the reach of your knowledge management efforts and provide consistent and personalized experiences across desktop and mobile devices.
Real-time Chat: provide your users with instant and personalized online support with Chat. Empowers your organization with an immediate, seamless transition from a self-service to assisted channel at critical times during the support interaction. Comprehensive rules for escalation, deflection and prioritization ensure a timely response and that Service Level Agreements (SLAs) are met.
Knowledgebase: an intuitive user self-service solution that provides quick answers to common questions and support issues, plus essential downloads including forms, how-to videos, product manuals, knowledge base information updates and more. Easily add and update information and customize its order and placement to put the most-viewed information in a prominent place.
The Best Service Desks Include Self-Service
One reason many ASI clients have chosen to engage ASI to operate their service desk is because we do everything possible to make service delivery faster, and keep costs lower at the same time. User self-service is just one strategy that enables us to do this.
For more insight into how you can invite your users to help themselves, talk to your ASI representative today!
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