Want to reduce bottlenecks and give IT department employees more time to work on high-priority projects? One way to achieve this is to include more self-service options in your client portal. Higher Ed institutions that optimize client portals for self-service allow students, faculty, and staff to resolve more IT-related issues on their own with limited or zero involvement from IT staff.
Less than 10%
In general, people would much rather resolve issues themselves instead of submitting a service request and waiting for a response. With the increasing desire for more self-service options, it is essential for those in Higher Ed IT to respond accordingly. However, 55% of higher education respondents in a recent study claim that only 10% of service requests can be fulfilled via self-service.
Keep it Simple
Simplicity is key when designing the layout for a client portal. Users should not need to scroll or navigate extensively to find what they are looking for, nor should it take them longer than a few minutes. Clearly outlined information written in understandable, plain language is essential to encouraging self-service.
Of course, transitioning to a self-service portal does not happen overnight. Such a move requires proper planning, time, and in some cases, new technology. But the ROI potential is there when factoring in the benefits:
- Reduced service ticket volumes.
- Enhanced student experience.
- Higher customer satisfaction across campus.
Self-service may not be the norm on every campus, but it is becoming an expectation among students as well as faculty and staff. With the increasing desire to “do it yourself,” a self-service portal in Higher Ed IT is essential. To learn more about building and optimizing a self-service portal, read this recent study, which includes data collected from more than 100 universities across North America.