The 3 Keys to Creating a Better Customer Experience with ITSM

No matter your organization’s size or industry, providing a stellar customer experience is likely a top priority. And for those using an IT Service Management (ITSM) platform to mature their service delivery, there are three things to focus on when it comes to excellent customer service:

  1. An Easy-to-Use Self-Service Portal
  2. Knowledge-Centered Service
  3. Accurate Knowledge Base

The Importance of an Easy-to-Use Portal

No matter your ITSM provider, you should get an out-of-the-box self-service portal that is easy to configure and gives customers a frictionless experience. Your portal should also be WCAG 2.0 AA compliant and fully accessible. Why are portals so important? For many organizations, this is the first line of defense when it comes to problem-solving. Think of your portal like a storefront, your customers will come to it and look around for the information they need. If the layout is busy and the navigation is confusing, they will likely leave your portal and send emails or make phone calls to get the information they need. And when you’re experiencing an outage or other issue, all those emails and phone calls stack up meaning the response time to customers can be hours, days, even weeks.

With a branded, easy-to-use portal you can greet your customers and offer a self-service approach that allows them to solve their own problems 24/7. If their problem is one that’s complex, you can provide a button they can click to submit a ticket and have it automatically routed to the appropriate person for resolution. This provides a stellar customer experience and frictionless approach to service delivery.

Using Knowledge-Centered Service to Optimize Service Excellence

Implementing Knowledge-Centered Service (KCS®) as part of your IT Service Management (ITSM) process allows you to better service your customers.  Knowledge Center Services (KCS), formerly known as Knowledge Support Centered Services or Knowledge Center Support, is a service method that focuses on knowledge and its implementation.

When using KCS, an organization focuses on creating and curating knowledge content that’s already being collected as part of its current troubleshooting and problem-solving efforts. As the information is collected (whether through tickets, or other interactions) articles can be created in a knowledge base. This knowledge base can then be used for self-service. 

To fully adopt a KCS, your teams must be able to easily and quickly use the knowledge base you create. Ideally, this knowledge base is integrated with your ITSM tool so you can follow KCS style guide best practices alongside your service management processes. The easier it is for you and your team to follow the KCS style guide as a part of your everyday work, the more likely you are to succeed in driving self-service adoption. 

When you implement KCS you’ll likely see the following benefits:

  • Lower inbound call volume
  • Increase in customer satisfaction
  • A more accurate knowledge base

Giving Customers They Answers They Need Through a Knowledge Base

Having a robust, accurate knowledge base is critical when it comes to providing an excellent customer experience. Without a solid knowledge base, your customers won’t be able to find the answers to the questions they have, or the information they need about your organization. And if the information there is inaccurate, it will result in a poor customer experience. So how do you build and maintain a robust knowledge base?

First, make sure your knowledge base and portal integrate with your ITSM tool. This will allow you to be able to look at tickets as they come in and create new articles to address easy to solve problems with information pulled from ticket resolutions. Second, your knowledge base should be searchable using natural language and tagging. For a knowledge base to be successful it needs to be relevant and accurate. Finally, your knowledge base needs to accommodate a feedback loop, taking comments or even net new content, and pushing that through an iterative review process. This is where KCS is valuable.

Want to see how businesses are using ITSM to deliver stellar customer experiences? Check out our customer spotlights.

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