Five Tips to Optimize the End-user Experience Through Better Self-service - Slide 2

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The interface of the self-service portal must be intuitive. Users don’t have the time or patience to try to figure out how to navigate the portal to accomplish tasks. Icons should be clearly labeled with defined functions and should be large in size so users understand their purpose immediately. It is important that the portal functions logically.

Sure, you can create a large icon that says “add a work order,” but what happens once the user clicks this icon? Does it bring him or her to a confusing page where it’s unclear what to do next? Does it take 10 clicks to simply submit a work order? Creating a portal in which users can easily add and submit work orders on their own and access the information they find most important, will help to reduce the number of calls to the help desk. In addition, by creating an intuitive interface, extensive end user training may be avoided.

Providing quality customer service is one of the most critical components for the help desk, yet it is difficult to achieve. One way to improve end-user satisfaction is by incorporating self-service capabilities into your help desk solution. Selecting a solution that makes delivering quality service easier by enabling end users to help themselves ensures that the number of calls placed to the help desk is kept to a minimum, improves overall productivity and efficiency of both the IT department and the end user, and ensures end-user happiness. It’s as simple as that. 

Based on her ten years of IT and technology experience, Elisabeth Cullivan, product marketing manager at Numara Software for Numara FootPrints and Track-It! family of integrated IT management solutions, shares five tips for optimizing the end user experience through better self-service.

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