NEW ITSM eGuide: 4 Ways to Deliver a Better Self-Service Experience
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In the world of ITSM, self-service portals and apps have been recognized for their enormous potential benefits including: Cost savings, decreased service desk workloads, and improved employee satisfaction. Now keep in mind I said “potential benefits.” Those advantages can only be realized when self-service is done right and widely adopted by end-users—which seems to be a challenge for even the most advanced IT organizations.
During our recent webinar with ITSM.tools, “How to Meet End User Expectations in the Digital Era,” Stephen Mann shared some disturbing figures. According to data from HappySignals, self-service portals offer the lowest level of end-user happiness and adoption only accounts for 13% of ticket volume. Furthermore, research from Service Desk Institute shows that only 17% of self-service initiatives have been classified as successful by those providing the service.
These figures may seem daunting but not to worry! Our new eGuide covers the 4 key things your IT organization needs to do to improve self-service and increase adoption rates amongst end-users. In this informative eGuide, you’ll get actionable ways to design and deliver self-service experiences that work!
If you’re interested in further exploring how to incorporate the principles of good design, fantastic customer service, and efficient processes to deliver a superior customer experience, check out the recording of our recent webinar featuring ITSM industry expert, Stephen Mann: How to Meet End User Expectations in the Digital Era