IT Self-Service Portal All You Need to Know About It

1. 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 andefficiency. sales@crmjetty.com

2. 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-helpportal. What is an IT Self-ServicePortal? First, IT self-service means empowering users to solve their IT issues using therelevant resourcesrather than contacting a member. Users will be able to get human support in caseself-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 managetheirticketsfromasingleinterface. 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 meansoffering better and faster services. Hence, offer a dedicated portal forself-service. sales@crmjetty.com

3. Why You Need an IT Self ServicePortal • Self-service is a one-stop solution for all your customer supportneeds.It drivesdowncallvolumeincallcentersand 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. • Herearetheotherwaysself-service will helpyou: • EmpowerCustomers • Today, tech-savvy users require promptservice, speedy resolutions, and fast answers to their problems. They expect this from their internal IT support team as they doas 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 findthecorrectanswers.Theywon’thavetowaithours forIT supporttosolveasimplenetworkissue. • SaveTime • Doyouhavetomanagealotofrepetitivetasks?Doyou sales@crmjetty.com

4. 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 userscan reset their passwordswithouttakingyourvaluabletime. • This way, you’ll have fewer queries, more time, and happycustomers. • ImproveEfficiency • 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 knowwheretofindanswers,andthesupportteam will knowwhichtasktofocuson. • Increase JobSatisfaction • 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 sales@crmjetty.com

5. can focus on trivial matters and get a feeling of accomplishment in solving challengingqueries. • Provide 24/7Support • You can’t be available 24*7 nor with your support team. However,an IT self-serviceportalensuresthathelp will be given to whoever and whenever they ask for it. There’s no time limit to when users can access the knowledgebaseandfindtheinstallationguide. Thegoalsofthe IT self-service portal are improved experience, reduced cost, and better productivity. To achieve that, all you need to do is try on somepermutations and combinations and select the suitable ones. In other words, features that will suit your and your customers’ requirements. What to Include in Your IT Self-ServicePortal? Your portal should be driven by the services you offer and employees/customers’ wants and need. For instance, they may have some channel preferences for self-service, like some might prefer a mobile experience while others would go for a desktop solution. You need to ensurethat the sales@crmjetty.com

6. self-service portal provides both. Similarly, here are someof thefeaturesthatyoushouldaddtoyourportal. • IssueLogging • If there’s an issue that users find difficult to solve with self-service, the issue logging, i.e., ticket management, should help them generate a ticket to describe their issue and ask for assistance. Customers should be able to track their ticket status. Based on the support category, it should automatically be assigned to the relevant supportperson. • SelfHelp • Usersshouldbeabletohelpthemselves.Forexample,if there’s an issue hindering their progress and desk support means missing the deadline, they should be able to look for a solution themselves. It can be going through similar tickets raised by other users or scanning through available resources and documents. When it comes to self-help, an intuitive user interface withadvancedsearchandfilteroptionsisessential. • Alerts andReminders • Notify users about their ticket status or updates. Apart fromticketupdates,iftherearesomechangesoralerts that the users need to know, like new guidelinesand sales@crmjetty.com

7. policies, they should be notified about the same via desktop notifications or emails. If there are some installations or version updates, users should be reminded of that too. Ensure that everyone stays updated with the latest happenings and tasks/activities. • AutomatedCapabilities • You can’t keep sending welcome emails to everyone who registers for the portal. So, automate most activities like changing passwords, reset, and sorting the tickets based on their priority and category. For quick actions like sending emails and reminders, you cancreatetemplatesandsetautoresponders. • ChatSupport • According to Comm100, millennials prefer live chat support over other communication channels. So, make sureyourITself-serviceportalconsistsofinternalchat features. Integrate AI-enabled chatbots to help users with the basic queries and a customer support chat via messengerorothersocialchannels.This will helpusers and the support team to communicate via their preferredchannel. sales@crmjetty.com

8. CollaborationFacilities • Add community forums to your portal. This will enable users to suggest, discuss, and share ideas. Collaboration tools, along with customer engagement, will also help in brandbuilding. • KnowledgeBase • Provide access to business-related information. It can be FAQs, articles, tutorials, videos, documentation, news updates, ormore. • The other requirements of the IT self-service portal will differbasedonyourservices.IfyouexpandittomanageHR andotherdepartmentalcapabilities,youmayhavetoadd: • Payroll andbenefits • Sicknessrecording • On-boarding and off-boardingemployees • PerformanceAssessment • Recruitment • Feedback andSuggestions sales@crmjetty.com

9. Suggestion: While undergoing theself-service portal development,considernewertechnologieslikevoicesearch, in-appvirtualagents,andautomatedtelephonyservices. • LearnhowCRMJettycanhelpyoudeliverexcellency Develop an IT Self ServicePortal • Business Benefits and Challenges of IT Self Service Portal • Benefits of Self-ServicePortal • The implementation of rich features for your self-service offers various benefits suchas: • Improving EmployeeExperience • Employees expect the same level of experience as they get as a customer while at home. IT self-service portal makes issue logging, service requests, and accessing knowledge base as easy as viewing the orders and trackingtheshipmentsonAmazon. • EasingthePressureonOverworkedServiceDesks • As employees can solve their queries themselves, it reducesthenumberofrequestsandcallsontheservice desk, allowing tech support teams to focuson sales@crmjetty.com

10. important matters like datasecurity. • SimplifiedManagement • IT self-service portals require fewer resources to manage a support team. It free ups the manager for higher leadership activities. Rather than conducting service desk training, they can update the knowledge base,andtheemployeescanrefertothatforhelp. • Prioritizing the Tasks andRequests • First,itremovestheimmediacyofattendingcalls.Next, automation and self-service eliminate the repetitive tasks allowing the support team to focus on priority tasks. • Cost Savings Theback-end employees do automation and whattheself-desk self-servicelet teamdidwhile waiting for the answer. Time, efficiency, and productivity are the measures in which it helps save cost. sales@crmjetty.com

11. The purpose of an IT self-service portal is common and straightforward. However, implementing it requires proper planning. • Challenges of ImplementingSelf-Service • One of the major challenges of an IT self-service portal is thechanging user behavior. The IT department has advanced from offering in-person tech support to self-service. However, they need to monitor who canaccess what. Though the benefits of an IT self-service portal outweigh the disadvantages, there are some challenges that youhavetotacklewhileimplementingself-service. • InadequateKnowledge • Simply having a knowledge base with some articlesand documents is not enough. It’s important to keep them updated every time. New policies, software versions may come up, and there have to be documents and guides related to them to help users. Updating documents for new enhancements in the software or the services when there are frequent changes can be complex. • DataSecurity • Giving CRM access to everyone can be risky.Though sales@crmjetty.com

12. you can limit it with role-based access features, a security loophole or a feature can risk your customer base.So,youneedtodouble-checkonthesecurity. • UserFamiliarity • Not every employee will be tech-savvy. Some may find it difficult to access a portal. Hence, you need to build an IT self-service portal that’s easy to use. The names of the modules and buttons in the portal should be more customer-centric.Besides, it should have featuresandfunctionalitiesthatcustomerswant/need. • LimitedCapabilities • Mostoftheportalsfailtokeepupwiththelatesttrends andtechnologies.Oryou cansaythattheyhavelimited functionalities with no desire to improve capabilities over time. This issue of not advancing with the technology is the reason why customers abandon the portal. So, bear this in mind while implementing an IT self-service portal.Makesureyoudon’thavetofacetheseissues. sales@crmjetty.com

13. Create IT Self Help Portal that Your EmployeesWant • Let’s consider that you have developed an IT self-service portal that works perfectly and has no issues, as explained below. Your support team is waiting to reap the benefits it offers, and yet, your employees don’t use it. The onlyreason is that the portal is not built considering your primary audience,i.e.,youremployees.Hence,herearesometipsfor delivering outstandingresults. • Go BeyondSelf-Service • Don’t simply provide a portal solution that enables employeestotracktheirticketstatus.Empowerthem decisionsandfindanswers.Insteadof themwithfeatures,improvetheir tomake providing • self-service usability by focusing on design simplicity, i.e., removing unnecessary features, showing specific features only under certain conditions, etc. Implement the 80/20 rule, use images and icons for better recognition, and provide relevantcontent. • Engage withUsers • Take surveys and employee feedback, talk to them about the services and the features. Understand their issues and implement those interactions with self-service. For example, create a new incident, raisea sales@crmjetty.com

14. new ticket, leave a request, get help, etc. If possible, also add an internal communication system so that it’s easyforemployeestocontactthe IT supportteam. • Make it a Home forKnowledge • Ensure that you provide content that is reliable and readable. Avoid any jargon and technical terms unless it’s essential. Also, most users skim through thecontent to find what they are looking for, so add the content in awaythat’seasytofind.Keepthecontentupdated. • Personalize theExperience • Personalize the user experience by automating and eliminatingtheunnecessaryprocess.Forexample,offer a single sign-on option, automatically fill the data fields,andsendpersonalizedemailsaddressingthem. • OptimizePerformance • Users tend to take the path that’s easy and avoids complexities. So, optimize the performanceby identifying what users require and providing preferred ways. Keep track of KPIs as it will provide an overview of theself-service. sales@crmjetty.com

15. Though these practices look easy to implement, it may take organizations years to adopt and take self-service to the nextlevel. CRMJetty can be your expert guide in delivering a better user experience and achieving business efficiency. We have 15+ years of experience in developing portal solutions for various industries tailored toclient’s requirements. Whether you need a ready-to-integrate solution with some tweaksoronedevelopedfromscratch,wecanhelpyouwith both. Develop an IT Self ServicePortal Source: https:/ www.crmjetty.com/it-self-service-portal-develop ment/ sales@crmjetty.com