IT Self-Service Portal: All You Need to Know About It
Everyone knows the role of self-service in customer experience. If there are no self-service resources, a few button clicks can result in long calls and waiting times. This can lead to more frustration if the issues are trivial. Also, it may affect internal support. Suppose your organization doesn’t have an IT self-service portal for your internal teams. In that case, the internal requests will be scattered, getting help will be time-consuming, there will be many repetitive tasks and queries, and most importantly, it will hamper productivity and efficiency.
IT self-service portal is a solution that allows customers to solve their problems themselves rather than ask for help. Let’s learn everything about it – what it is, why you need it, the challenges in implementing it, and how to develop an IT self-help portal.
What is an IT Self-Service Portal?
First, IT self-service means empowering users to solve their IT issues using the relevant resources rather than contacting a member. Users will be able to get human support in case self-service fails.
An IT Self Service portal is a solution that comprises all the self-service resources and tools and helps users in finding solutions. It allows users to access the knowledge base and manage their tickets from a single interface.
A self-help portal comprises a knowledge base, ticket management, collaboration tools, and a help center. It ensures your users a seamless experience while helping themselves. For the internal support team, it means offering better and faster services. Hence, offer a dedicated portal for self-service.
Why You Need an IT Self Service Portal
Self-service is a one-stop solution for all your customer support needs. It drives down call volume in call centers and increases the adoption of products and services. A knowledge base is customers’ preferred choice as it has answers to their basic questions like FAQs. It frees the support team to focus on queries that require human support.
Here are the other ways self-service will help you:
- Empower Customers
Today, tech-savvy users require prompt service, speedy resolutions, and fast answers to their problems. They expect this from their internal IT support team as they do as a regular customer.
Hence, implement self-service as it will empower customers to find quick answers. They often look online for answers, and a portal will ensure that they find the correct answers. They won’t have to wait hours for IT support to solve a simple network issue.
- Save Time
Do you have to manage a lot of repetitive tasks? Do you handle some tickets again and again? Does it take up a lot of time? If yes, then you need a portal. It will free you and your support team from basic queries. The most common being, resetting the password. With an IT self-service portal, end users can reset their passwords without taking your valuable time.
This way, you’ll have fewer queries, more time, and happy customers.
- Improve Efficiency
Tier 1 support requests demand 40% of the time. If there’s a solution that lets the support team view all requests, access resources, and provide solutions from one place, it will speed up their task completion. Similarly, end-users can log incidents, make requests, find answers without contacting IT staff. They will know where to find answers, and the support team will know which task to focus on.
- Increase Job Satisfaction
Support staff members are under a lot of pressure, and answering repetitive questions in a day makes the job dull and unsatisfactory. Unless the queries challenge them and make them use their expertise, it hampers their productivity. With an IT self-service portal, they can focus on trivial matters and get a feeling of accomplishment in solving challenging queries.
- Provide 24/7 Support
You can’t be available 24*7 nor with your support team. However, an IT self-service portal ensures that help will be given to whoever and whenever they ask for it. There’s no time limit to when users can access the knowledge base and find the installation guide.
The goals of the IT self-service portal are improved experience, reduced cost, and better productivity. To achieve that, all you need to do is try on some permutations and combinations and select the suitable ones. In other words, features that will suit your and your customers’ requirements.
Originally Source: https://www.crmjetty.com/blog/all-about-it-self-service-portal/
