Automated check-in kiosks, supermarket barcode scanners, and online banking – we can’t imagine a world without self-service any longer. But self-service isn’t limited to shopping or banking only. Implementing self-service at the service desk improves overall efficiency and makes for a better customer experience.
Self-service – some common questions answered
Self-service is a hot topic. And no wonder: it has great benefits for IT service desks. But will self-service take away work from the IT team? What kind of work does self-service create? And how does self-service affect IT professionals’ job satisfaction and customer experience? Let’s find out.Read more
Using Cialdini’s 7 principles on your self service portal
How do you win customers over to use your self service portal? We’re applying Robert Cialdini’s principles of persuasion to this challenge.
How to successfully promote your Self-Service Portal
You’re about to launch a Self-Service Portal. That should be the perfect solution to help your service department improve customer experience and lower costs at the same time. However, for that to happen it’s obviously important that your customers use it. Communicate the ease of a self-service.
4 steps to boosting Self-Service uptake
One of my recent consultancy projects was working with London School of Hygiene & Tropical Medicine (LSHTM), increasing Self-Service portal uptake. And did we!? Within the first three months, Self-Service went from 3% to 40%, and recently to 70%! How did we do it?
4 steps to a more user-friendly Self-Service Portal
One of the most common questions we get is how to ensure users actually use the SSP. A part of the answer is having a portal that users want to use.
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