Five Tips to Optimize the End-user Experience Through Better Self-service - Slide 5

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The more hoops a user has to jump through to access the information they need, the less likely they are to use the solutions. Users should be able to access the self-service portal with integrated Microsoft® Windows authentication. The ability to integrate with programs such as Microsoft Windows makes it that much more convenient for users. Users simply have to remember one password and they will automatically be signed onto their PC as well as into the service portal.

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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