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. Organizations that optimize client portals for self-service allow users to resolve more IT-related issues on their own with limited or zero involvement from IT staff.
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 IT to respond accordingly. Having a well-organized portal with the ability to search for solutions by keywords or tags goes a long way in quickly helping users get the information they need.
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. Outlined information written in understandable, everyday 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 overall user experience.
- Higher satisfaction throughout the organization.
Self-service may not be the norm, but it is becoming the expectation. With the increasing desire to “do it yourself,” a self-service portal is essential.
Have you taken steps to help users self-serve to resolve their IT needs?