So, you just started your self service desk. That should be the perfect solution to help your service department increase customer satisfaction and lower costs at the same time. However, for that to happen it's obviously important that your employees use it and continue to use it. The key to get your employees to use your self service portal lies in communication.
1. Take communication into account during implementation
Communication is the key to get employees using the self service portal. Consider your employees’ acceptance of the SSP even before you implement it. How will we handle the implementation and promotion of the SSP within the organization? How will we gain the acceptance needed to innovate the company processes?
The answer to these types of questions is not: “let’s send everyone an email.” It is important that you ask questions about future SSP users during implementation. Who fits the company profile and our target groups? But also: what is the specific aim of the SSP? Implementation and communication strategy go hand in hand.
2. Choose your communication channels wisely
It is useful to specify the goals of your SSP at an early stage. The goals can be different for every organization: easing the pressure on the service portal, more international SSP users who communicate through the same channel. Once you've set your goals, you can select the products needed to support these goals.
For instance: posters, desktop cards, tutorials, screensavers, or a fun gadget. A good way of integrating the SSP into your organization is changing the interface to match your organization’s corporate identity. Put your mark on the tool and make it recognizable to the end user.
3. Communicate in phases
It is important that you continue to communicate during all the phases of the self service portal implementation. Before the SSP goes live, you can focus on announcements like: “Coming soon: the SSP!”
Once your portal is live, it is a challenge to activate the target group with a different type of communication.
Later on it can be useful to continue communicating as a reminder, keeping your employees motivated to use the SSP. It is important to make sure the SSP not only goes live, but also does not lose its momentum.
4. Measure the goals and adjust if needed
Analyse a promotion process properly and you can check whether your goals are being met. In other words: you can see the return on investment on your communication plan. There are many tools that feature a reporting functionality.
You can step in if necessary, find out where the problems are (which departments do not yet use the SSP?) and initiate a specific campaign. Keeping up with these steps ensures that your SSP will remain a success.
Read more about implementing self service in our Shift Left article.