Self-service Business Intelligence Tools: Improving Computer-assisted Information Evaluation – Everyone knows the role of self-service in today’s customer experience. Without self-service resources, what you can do with a few keystrokes can turn into multiple calls, wasting users’ time on both ends.
It can be even more frustrating when the issues in question are trivial. The same goes for internal support. If you’re a large enterprise that still doesn’t have a functioning self-service portal for your internal teams,
Self-service Business Intelligence Tools: Improving Computer-assisted Information Evaluation
An IT self-service portal is an extension of IT service management (ITSM) that caters to users who prefer to resolve issues on their own rather than contacting a support team. Let’s explain what IT self-service is and why it’s important to your business.
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IT Self-Service involves empowering your employees with the resources to solve IT problems on their own, rather than contacting a support member. Users will also have easy access to human agents if self-service fails.
The IT self-service portal is where you organize all of your self-service resources and tools for your internal teams to reference. The self-service portal allows end users to access knowledge base articles and create and manage tickets from a single interface.
The IT self-service portal consists of the following components: a knowledge base, a help center, and a place to collect and manage tickets. Offering a dedicated self-service portal is critical to ensuring your teams have a seamless user experience when helping themselves.
The self-service portal is a one-stop shop for all support activities of your employees. Businesses with robust self-service tools have higher first resolution and first contact rates than those without.
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A knowledge base will help your teams find answers to common questions, freeing up your support team to focus on issues that require human intervention. Here are a few more reasons to have an IT self-service portal.
Internal communication is as important to business as customer relations. Not having an effective self-service portal can mean your teams are looking for solutions wherever they can.
The average cost of tickets resolved through self-service is $2, and those resolved through IT support are $15.56.
Self-service portals mostly focus on common problems that can be solved with a troubleshooting guide or webinar. These are not rare use cases; these are the challenges your teams face day in and day out. They are key, but must be addressed to get the ball rolling. Unlike IT call support with wait times and long conversations, a self-help portal provides your teams with the solution they need at a moment’s notice, dramatically improving key metrics like ticket resolution time and cost. This cost can be higher in large teams or teams with a high volume of support requests, making self-service adoption a priority.
High Level Roadmap
Recurring support requests take up a large portion of your IT support team’s time. Tier-1 support requests require an average of 40% of an IT support agent’s time. Unless your support agents are working on difficult problems that leverage their expertise, their productivity may drop and they may become apathetic to problem solving. A day spent burying themselves in generic support requests is a poor use of time. An IT self-service portal acts as your team’s on-demand internal database with solutions for every major support issue. A sense of accomplishment and progress will increase agent productivity and employee morale.
Self-service makes life easier for both parties – your IT department and other teams. Lack of good IT support causes employee stress and downtime. When your employees can solve problems faster and better, they’ll be more aware of how IT support works and can focus on their work. By making better use of their time, users will experience greater satisfaction and morale. As more and more users become comfortable with self-service, you’ll see a big difference in workload.
You can’t underestimate the volume of requests a typical IT ticketing system encounters. Fortunately, these are problems that a team usually faces and have been solved many times in the past. Self-service portals serve as a database of common FAQs, such as password resets and outages, and prevent multiple tickets from being created. Ticket avoidance is one of the main benefits of self-service – when a user types a service request in the ticket creation form, the self-service portal pulls up relevant articles that allow the customer to resolve the issue and connect with a support member.
So even as your business and teams grow, you can solve their problems without expanding your support team. This will save you labor costs and give you better control over your investments and budget allocation.
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24×7 availability is one aspect where self-service options beat any other form of support. When you have teams working in shifts, you need to ensure they get the help they need in real-time, and no waiting for support stops them from getting things done. Especially in globally distributed companies, a self-service portal is essential for teams to function regardless of time zones and support availability.
Finally, self-service tools scattered across different channels or interfaces may be of little use to your teams. If they have to track a ticket in one place, search for a knowledge base article somewhere, and contact a support member somewhere else, they can deny themselves service entirely. A tool is only as effective as the user’s acceptance. When you offer a self-service portal where your users can access knowledge materials, manage tickets, and more in a single interface, your employees will likely take advantage of its ease of use.
An IT self-service portal is a must-have for any business trying to manage employee workloads and enable self-service. Bringing technology and knowledge management to your service desk is essential when it exceeds the needs of your employees. Self-service functionality helps keep things moving at every possible IT touch point.
When implementing a knowledge base for customer support or internal users, you need to know if it allows for user-friendly customizations and can be integrated with ITIL workflow automation and BI tools in the future for easy analysis. The HappyFox knowledge base enables all this and more so that your self-service is in place.
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3 Methods to Achieve Remote IT Support ￼ Remote workforce management varies across companies depending on workforce size, culture, and approach to remote work…. Staying competitive for businesses is where business intelligence (BI) tools come into play. After all, nearly 50% of all businesses already use BI tools, and forecasts show that growth will continue in the coming years.
But for those who haven’t yet adopted the tool, or just want to learn more, it can be difficult to understand exactly what BI is. We’ve created this complete guide to help people understand what BI is, how it works, and more. created to teach about
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Business intelligence combines business analytics, data mining, data visualization, data tools and infrastructure, and best practices to help organizations make more data-driven decisions. In practice, you know you have modern business intelligence when you have a comprehensive view of your organization’s data and use it to accelerate change, eliminate inefficiencies, and quickly adapt to market or supply changes. Modern BI solutions prioritize flexible self-service analysis, data managed on trusted platforms, empowered business users, and speed of insight.
It’s important to note that this is a very modern definition of BI, and BI has a history of being drowned out as noise. Traditional Business Intelligence, all caps and all, first emerged in the 1960s as a system for sharing information between organizations. The term Business Intelligence was coined in 1989 in conjunction with computer models for decision making. These applications evolved further by turning data into insights before becoming a special offering for BI teams with IT-based service solutions. This article will serve as an introduction to BI and is the tip of the iceberg.
Businesses and organizations have questions and goals. To answer these questions and track performance against these goals, they collect the necessary data, analyze it, and determine what actions to take to achieve their goals.
On the technical side, raw data is collected from business systems. Data is processed and then stored in data warehouses, cloud, applications and files. Once saved, users can access the data, starting the analysis process to answer business questions.
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BI platforms also offer data visualization tools that convert data into charts or graphs and present it to any key stakeholders or decision makers.
More than a specific “thing,” business intelligence is an umbrella term that encompasses the processes and techniques for collecting, storing, and analyzing data from business operations.
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