Empower Customers: self service portal

October 4, 2012

Blog

The self service portal can be a key part of the helpdesk.

Providing your customers access to a personal profile login means that they can log and track issues at the touch of a button, keeping phone lines free and providing your customers with a level of transparency.

The rise in the use of the helpdesk self service portal goes to show that, when it comes to service desk software tools, making the end-user experience as streamlined, friendly and fuss-free as possible is a must. An alternative to phoning in to the helpdesk and possibly spending time on hold, Self-Service portals allow for the instant submission of queries or issues to the help desk, freeing up phone lines at the same time as empowering the end-user. And empowerment is the key: giving end-users the ability to access the information, and the help they need, instantly.

With a welcoming user interface and simple WebGuest call logging form, the experience of submitting issues to the service desk using SupportDesk is easy, increasing the accurate entry of call details for service desk agents to then progress tickets through pre-defined business workflows.

Intuitive case-based reasoning functionality heightens the accessibility of data by presenting possible solutions to WebGuests, based on keywords as they are being typed by the end-user. KnowledgeBase articles are then listed news-feed style to promote self-diagnosis, as after all, knowledge is power!

The possibility for WebGuests to also vote on the usefulness of KnowledgeBase items is a huge advantage, opening communication channels further to continually improve the service offered to customers. This factor, along with current developments scheduled for the next major SupportDesk release to facilitate the ease of navigation further, means that you can show your Customers how much they are valued with a portal designed specifically around them.

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Buy it, it is the best ITSM toolkit I have ever worked with, including ServiceNow.

Michael BebbingtonService Delivery Manager – UK Plumbing Supplies

Buy it, it is the best ITSM toolkit I have ever worked with, including ServiceNow.

Michael BebbingtonService Delivery Manager – UK Plumbing Supplies

HotH is laser focused on Service Management, where many other platforms try to be all things to all men.  It’s a great product, I think this largely reflects the great people at HotH, everybody I have spoken to is business-like, pleasant and easy to work with”.

Stuart WilliamsHead of Operations – FourNet

Buy it, it is the best ITSM toolkit I have ever worked with, including ServiceNow.

Michael BebbingtonService Delivery Manager – UK Plumbing Supplies

HotH is laser focused on Service Management, where many other platforms try to be all things to all men.  It’s a great product, I think this largely reflects the great people at HotH, everybody I have spoken to is business-like, pleasant and easy to work with”.

Stuart WilliamsHead of Operations – FourNet

‘The new system seems to be working really well for us and we’re enjoying it!’

Mitchell WatersICT Servicedesk Administrator – South Yorkshire Fire & Rescue

Buy it, it is the best ITSM toolkit I have ever worked with, including ServiceNow.

Michael BebbingtonService Delivery Manager – UK Plumbing Supplies

HotH is laser focused on Service Management, where many other platforms try to be all things to all men.  It’s a great product, I think this largely reflects the great people at HotH, everybody I have spoken to is business-like, pleasant and easy to work with”.

Stuart WilliamsHead of Operations – FourNet

‘The new system seems to be working really well for us and we’re enjoying it!’

Mitchell WatersICT Servicedesk Administrator – South Yorkshire Fire & Rescue

“There are lots of ticket management systems out there, but the customer service that we receive is outstanding, nothing is too much trouble, no question is too silly to ask, and the system does everything you would want it do. It’s a good price in a competitive market with exceptional customer service.”

Read the Epping Forest Case Study

Paula TredgettEpping Forest