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.