IT Governance

5 Ways to Build User-Friendly IT Self-Service Portals

IT self-service portals are a rage these days as they reduce workload for service desk agents and customers. However, there are a few concerns customers have regarding the automated system. In this article at Richmond Systems, know the 5 ways you can build user-friendly IT self-service portals.

Optimizing IT Self-Service Portals

Tech-savvy customers prefer getting their work done through IT self-service portals to standing in long queues to resolve issues. This also saves the support team from being bogged down by repetitive requests. To make it more user-friendly for both parties, here are the 5 ways you can optimize IT self-service portals:

Selective About Self-Service Offerings: IT self-service portals would need upgrading on a regular basis. Stick to creating a water-tight workflow for the most frequently asked questions instead of answering them all. The portal must work when customers use it the first time, otherwise, they would not use it again.

Accurate Workflow and Content: Work hard on the content and cover every challenge the customers might come across. Technology vendors might say their solutions have all your answers, but they usually do not. With technological advancement in the future, AI might be able to identify flaws and rectify the IT self-service portal documentation. Until then, you must put in the deserved effort. More than the employees, customers should understand your content, so stay away from technical terms or acronyms. If users with the least technological know-how provide positive feedback, your portal is ready for use.

Customer-Centric Interface: Customers are usually not as good as the employees when it comes to handling technology. They, however, understand how IT self-service portals take the burden off the IT service desk’s shoulders. So, they want intuitive services and interfaces where they can easily access the required information. For the initial phase, approach the portal as customers and think of the services you would want.

Easy Content Upgrades: Updating content can be time-consuming if the backend processes are slow. So, the portal must be easy for the IT service desk agents that want to edit the content whenever needed. A simple drag-and-drop of knowledge can reduce further complications.

The Feedback Loop: Customers dislike IT self-service portals that do not do their bidding the first time itself. So, have a feedback option in place from the initial launch itself. Also, updating the knowledge base is important that keeps the IT self-service portal from becoming obsolete sooner than expected.

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