Five Tips to Optimize the End-user Experience Through Better Self-service - Slide 4

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Surprisingly, too many self-service portals are not easily searchable. The portal should support the concept of knowledge management, allowing users to search for knowledge articles and solve problems on their own. Empowering users to easily find information is a crucial component to any self-service portal. Search options should be clearly defined within the portal, which should be stocked with answers to the most common questions. Enable users to help themselves 24/7/365 – no need to wait for a technician. 

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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