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Self-Service Support: Helping Users Help Themselves

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By: Gina Smith (10/8/2012)

I remember the first time I skipped the long line at the airport and used that now-ubiquitous kiosk to print out my boarding pass. It even let me upgrade, too. I never stood in a ticket line again. Getting your end users to rely on self-service support tools can give them exactly the same kind of "aha!" moment. And if these automated tools really prove to be quicker, easier, and more productive, a healthy portion of your end users are likely to step up and start using them regularly. But what about the ones who can’t – or perhaps we should say won’t – get with the self-service program? Most IT people are well aware that just a small percentage of users take advantage of the automated support tools intended for them. According to analysts, as many as 40 percent of the calls your helpdesk gets could be solved by a self-service solution – if 100 percent of your employees are prepared to use it. Is this a problem with tech-phobic end-users, or is it your IT organization’s fault? Probably it’s a little of both. But one thing is clear: Your IT staff needs to take charge and lead the way if it expects to get end users to engage effectively with self-service support tools. With that in mind, here are three things to think about. Put the spotlight on users who take the lead. Jump-start your self-service IT support strategy by rolling out these tools first among those groups of users most likely to use it. These include your most technical users and/or your most independent ones (a group that will often include the younger employees). They will show less resistance to filling out their own service tickets or checking out a FAQ or knowledge base – and their success will motivate other employees to give these tools a try, too. Make it easy. And show end users how easy it is. Your training program should emphasize the basics – how to sign on to a key system, how to change a password, and how to do three or four other common tasks that typically take up a disproportionate share of your IT helpdesk resources. Also, if your self-service content isn't intuitive, invest some time in making it so. This means analyzing trends, learning what is and isn't working, and figuring out for what applications or problems are most likely to send employees in search of support. Stick with Level 1 support. Don't push your self-service strategy beyond relatively simple and repetitive questions – in other words, those that tend to keep your Level 1 support reps busy. There should still be an escalation process that connects users with special or urgent problems to professional help-desk staff. Otherwise, you’re far more likely to frustrate users and squander your investment in a self-service support program. Finally, let’s face it: Not all end users are going to use end-user support tools, even if they're amazingly intuitive and easily accessible. And these tools will probably cost you more to maintain than you think – after all, they will have to evolve constantly, as your enterprise systems and support needs change. But if you can apply a well-planned, people-savvy self-service support program, you’ll ultimately make both end users and your IT support staff happier and more productive. And that’s an investment well worth making.

I remember the first time I skipped the long line at the airport and used that now-ubiquitous kiosk to print out my boarding pass. It even let me upgrade, too. I never stood in a ticket line again.

Getting your end users to rely on self-service support tools can give them exactly the same kind of "aha!" moment. And if these automated tools really prove to be quicker, easier, and more productive, a healthy portion of your end users are likely to step up and start using them regularly.

But what about the ones who can’t – or perhaps we should say won’t – get with the self-service program? Most IT people are well aware that just a small percentage of users take advantage of the automated support tools intended for them. According to analysts, as many as 40 percent of the calls your helpdesk gets could be solved by a self-service solution – if 100 percent of your employees are prepared to use it.

Is this a problem with tech-phobic end-users, or is it your IT organization’s fault? Probably it’s a little of both. But one thing is clear: Your IT staff needs to take charge and lead the way if it expects to get end users to engage effectively with self-service support tools. With that in mind, here are three things to think about.

Put the spotlight on users who take the lead. Jump-start your self-service IT support strategy by rolling out these tools first among those groups of users most likely to use it. These include your most technical users and/or your most independent ones (a group that will often include the younger employees). They will show less resistance to filling out their own service tickets or checking out a FAQ or knowledge base – and their success will motivate other employees to give these tools a try, too.
Make it easy. And show end users how easy it is. Your training program should emphasize the basics – how to sign on to a key system, how to change a password, and how to do three or four other common tasks that typically take up a disproportionate share of your IT helpdesk resources. Also, if your self-service content isn't intuitive, invest some time in making it so. This means analyzing trends, learning what is and isn't working, and figuring out for what applications or problems are most likely to send employees in search of support.
Stick with Level 1 support. Don't push your self-service strategy beyond relatively simple and repetitive questions – in other words, those that tend to keep your Level 1 support reps busy. There should still be an escalation process that connects users with special or urgent problems to professional help-desk staff. Otherwise, you’re far more likely to frustrate users and squander your investment in a self-service support program.

Finally, let’s face it: Not all end users are going to use end-user support tools, even if they're amazingly intuitive and easily accessible. And these tools will probably cost you more to maintain than you think – after all, they will have to evolve constantly, as your enterprise systems and support needs change.

But if you can apply a well-planned, people-savvy self-service support program, you’ll ultimately make both end users and your IT support staff happier and more productive. And that’s an investment well worth making.