Adopting self-service
Self-service portal is one of the most popular and tactical way to provide cost effective support. And one of the key objectives of self-service portal is to deflect or reduce calls to service desk.
To get employees to adopt using the self-service, it is important to have a portal that works for employees in terms of simplicity, ease-of-use and intuitiveness.
A few hindrances in adopting the self-service are poor design, lack of personal touch, limited availability and more importantly, loss of productivity in going through myriad of content. Due to these reasons, organizations are unable to get employees to move away from calling or emailing for assistance despite providing self-help portals.
Automating tasks
According to Pink Elephant, a world leader in IT management, ITIL and ITSM, 70% to 80% of resources are spent on operational activities: executing service requests, closing incident tickets, and delivering changes.
Automation comes to the rescue as organizations can automate all these tasks, driving formidable change and reigning in the benefits of a more efficient helpdesk.
Improve self-service with Workativ Assistant
Support teams can build virtual assistant with out of the box automation capabilities in just a few days, to automate resolution of common issues and requests. Automated resolution considerably reduces costs as employees will not be dependent on internal support agents to resolve issues. For every ticket automated with Workativ Assistant, you save costs in the range of 40-60% in a month depending on current help desk spend and ticket drivers.
It’s quicker
No browsing a knowledge base to get the answer resolved.
No human intervention
The assistant is designed with automation capabilities to resolve issues instantly, thereby deflecting calls away from helpdesk.
Reduced wait times
Employees won’t be checking the status of their tickets as much as they used to because of the innovative self-service you provide. You’ll find that tickets reach a close faster.
