A self-service portal is a platform that has self-service or self-help solutions that enables the consumer to request services, find information, and resolve issues. As per Gartner majority of the organizations fail to implement Self-Service successfully even when up to 40% of the issues can be self-resolved.
Problem with self-service?
Most of us have the tendency of taking the easiest path whenever possible.
Unless you are a Techie, have you ever tried repairing troubleshooting your Android TV or Mobile phone, even if the fix was just upgrading the firmware as per available KB, over having it serviced by a Technician or a more tech-driven friend with time on their hands?
The answer for most of us is ‘No’.
However, if you were staying in a region that has scant and costly labour, won’t you assemble your own “easy to assemble’ furniture purchased from IKEA?
The answer for most of us is ‘Yes’.
What changed between these scenarios?
People now have every service available at their disposal where they do not want to put in efforts other than their core responsibilities. Users have to read and try out self-service not knowing whether it’ll even work, unlike IKEA manuals, eating up their time and energy.
Common issues that employees face in digital workplaces include collaboration tool issues like in Skype, outlook having issues loading attachments or machine-related like system hanging, slowness, battery status, printer issues, etc. There is a need for a solution to all such problems that you encounter with your desktop or laptop. The issue can be Skype Management or having an entire outlook library having multiple solutions. Since, we know that neither text guides or videos work nor do scripts, such a solution needs to have minimum efforts required from the user end. This is mainly when it is not possible to automate every possible issue including the user’s usability issues on systems.
Many times, if a customer is using a self-service with static content then there might be jargon or terms that would not allow the customer to resolve issues. This happens because the content is not relevant or users can’t follow it.
For instance when you buy furniture from IKEA you would want a visual explanation along with the text.
If we talk about self-service in enterprises, there are several reasons why such self-service fails in any organization.
1. Content is not up to date, because it’s a big task to keep updating the content and keep updating them on the channel
2. Content format of self service is not defined and is not effective: One has to read, try out each format and there is no mechanism for continuous improvement
3. Users are not aware of Self Service content’s location when they need it. In most ITSM portals, users have to search for such static content before they log tickets, when they can simply log a ticket and wait for help. Even if users are able to pull up the content they fall off while trying to self-help from the text guides.
Now, as we understand the fact that self service portal and effective content is need of the hour, the next question arises is ‘Should be build or buy?’. Building an effective SSP (Self-Service Portal) in-house and Content is challenging owing high cost of building and maintaining it.
Below illustrates the Cost comparison of using a Platform versus building SSP and managing Content inhouse.
Benefits of Anakage Self Service Portal (SSP) with mCMS (Multi Lingual Content Management System):
- Curated SSP design templates with Optimized search
- Comprehensive and effective reporting dashboards
- Flexibility of using any content format
- Cost Efficient
- Deployment Time of few days only
Case Study: Read more here
How to use: How to Build HTML pages using mCMS: View here
How CoBots transform a dead manual to lively self-help: View here
Anakage Platform also provides following solutions:
User Self-Help for admin fixes using a Desktop app: Read more
Silent Self-heal: Read more
Anakage provides an ideal platform fit for IT Help Desk automation that delivers a stronger business case than any marketplace competitor owing its ability to cover Automation and Self-Service both effectively at an optimal cost point.