Service and support management solutions continue to evolve as expectations for service delivery increase across the enterprise and new technologies become available. These improve the level of service and reduce the cost of service. The two aspects should go hand in hand to create self-service. Formerly in the domain of IT, you will find the need for service management across business functions from HR to Purchasing to meeting the needs of customers and partners outside of your organization.
At this time, people are more tech-savvy than ever before. The expectation for immediate answers and faster gratification are real. People want value and do not want to invest time and effort to find answers. From a business perspective, every minute or hour your employees wait for help is lost productivity. Then, time adds up when you consider the hours your support staff spends answering basic, high-volume requests for help. Increasing your self-service capabilities should be a priority as you evaluate how you manage any helpdesk or support service.
Still not convinced that self-service expectations are real? One study reports that over 80% of people expect some form of self-service response. This applies to any type of inquiry from a question on a utility bill to an employee looking to reset a password. The savings add up. Research by Accenture found that by adding self-service, companies could see a potential savings of 25% or more on your service desk costs which can translate into millions annually depending on the size of your team.
Modern service management leverages advanced technologies to enhance service delivery. At Serviceaide, we strive to improve the service experience while reducing the overall cost of service. New functionality around self-service capabilities allows companies to do both.
A portal provides a central location from which to locate solutions and access self-service options. It can be personalized to specific users or functional groups and across channels. Users can request information and check on the progress of their cases. Serviceaide includes a self-service portal as part of the ChangeGear Service Manager solution.
Intelligent virtual agents are differentiated from chatbots. Rather than resourcing common FAQs and responding in a limited fashion, a virtual agent leverages AI technology to provide a personalized and relevant experience. Virtual agents learn over time to anticipate and optimize responses through interactions. For example, common high-volume requests such as resetting passwords or help with Wi-Fi access can be handled by a virtual agent.
In addition, Serviceaide’s Luma Virtual Agent can read a service catalog, understand the intent of the services within it, and while conversing with a user offer a cataloged service to the user that matches their need. There are many examples of how a virtual agent can resolve level one requests as well as gather information to create a fully formed ticket when an analyst is required for resolution. Luma Virtual Agent integrates across all leading communication channels, applications, and other service solutions. The ChangeGear platform also offers Luma.
One thing to look for is service management solutions that leverage AI to offer robust functionality. Serviceaide’s set of AI Feature Packs leverages our native ML engine to take advantage of historical service management data to set up predictive analysis and recommendations. These recommendations minimize user effort to correctly identify and describe their issues. The result is more accurate descriptions, correct routing, and assignments of work and prioritization.
Then, issues are handled quickly and cost-effectively. The Field Recommender speeds up ticket completion for an IT analyst by guiding historical analysis and auto-populating fields. Smart Responder helps improve engagement with end users by providing real-time answers and solutions from the knowledge base. In addition, resolution timing will be estimated (if not initially resolved) by comparing it to similar historical requests. These are just a few examples of how technology speeds up and improves service delivery for both the analyst and the end user.
Adding self-service capabilities should no longer be a future project. Increasing your self-service capabilities should be a priority as you evaluate how you are managing any type of helpdesk or support service. To identify a better self-service platform or integrate a virtual agent for first-line, conversational support, speak to a Serviceaide solutions expert today.