Are you wondering whether to adopt IT self-service for your organization? Today, we look at six reasons why IT self-service is here to stay and how it will benefit your organization.
1. YOUR INTERNAL CUSTOMERS WANT IT
The purpose of IT self-service is to improve customer service. In these instances, we’re referring to internal users as IT’s customers. This should be the goal of any enterprise. Today, savvy customers expect prompt service, speedy resolutions, and fast answers to their questions even before they have asked them. They expect this from your internal IT as they would in their normal life as a consumer.
This is why you need to set up a self-service portal. Customers get quick and easy resolutions to their issues. Your customers often look online to find solutions to their problems within seconds. It shouldn’t be any different when your customers have an IT question.
2. EMPOWER YOUR INTERNAL CUSTOMERS
Self-service gives your internal IT customers the power to find their answers. This way, they feel empowered. They can resolve their issues without having to wait for you to pick up the phone.
3. SAVE TIME BY REMOVING REPETITIVE TICKETS
Do you often deal with the same ticket subjects again and again? Do these tickets take a significant amount of time to resolve? Are the tickets easy to deal with such that customers can resolve them themselves? Then you need to adopt IT self-service. A good example of this kind of ticket is a password reset. You can have end users reset their passwords without having to take up valuable support time.
This way, you’ll have fewer tickets and happier IT customers.
4. MAKE IT SUPPORT MORE EFFICIENT
IT self-service can improve efficiency by becoming a one-stop shop for your IT customers. They can log incidents, make requests, make changes, or find answers to questions without the involvement of IT staff. Your consumers of IT will know where to quickly find help when they need it. Only critical issues get to the IT support desk. This means support staff gets to focus on the most valuable tasks.
5. INCREASE JOB SATISFACTION AND REDUCE PRESSURE
Support staff members usually work under a lot of pressure of responding within a certain time with desired quality levels and keep up their productivity. They deal with the same repetitive tasks day in and day out. With IT self-service, they get to focus on more meaningful work that may improve the bottom line of the organization.
They’re able to concentrate on more difficult and technical issues. Moreover, they get a sense of accomplishment by resolving more challenging problems. Their workloads also reduce, and this allows them to be more in control of incoming requests and tickets. Overall, this reduces stress levels in your organization.
6. PROVIDE 24/7 SUPPORT
IT self-service allows you to provide support round the clock long after your IT support staff has gone home. Consumers don’t have to wait until business hours to resolve issues or to get answers to their questions. They can use the self-help portal. They’ll get prompt service and will be happier for it.
An IT self-service portal is a no-brainer for the modern-day enterprise. But it’s not a magic wand for all support challenges. You need to put in work to make it a success. Keep content updated at all times, and work on improving user experience constantly.