The largest volume of requests across the Help Desk suited to self-help resolution can be categorized as ‘how to’ questions, followed by status checks on previously raised issues. Self-service applications allow callers to submit a new service issue or check the status of an issue or inquiry without adding to incoming call volume. By handling ‘how to’ and status questions in this way, up to 40 percent of calls can be successfully resolved without tying up an agent.

For example, a power outage may cause several residents in one neighborhood to call their local energy company to notify them of the outage. Dozens of residents calling one Help Desk to report the same problem ties up agents and other lines, making them unavailable for other issues. Self-help tools allow Help Desk agents to setup a notification that lets callers identify their problem and start a trouble ticket without tying up an agent. For instance, once the Help Desk discovers the power outage, callers are told to “Dial ‘1’ if you’re calling about the power outage in San Francisco." Agents can then focus on restoring power and answering non-outage related calls. Callers may then receive email notification that their problem has been identified and is being worked on.

The level of user acceptance of self-help depends on how it is implemented. If it is used intelligently, launched appropriately and the user experience is positive, then acceptance will be high. If, however, it is seen as a burden, or the level of user involvement is beyond the user’s abilities (e.g. technical expertise is required by non-technical people) the opposite will be true. To achieve success, as with many IT installations, the technology itself will only extend so far. These tools require people and process issues to be addressed at the same time. The customer must be kept front-of-mind throughout implementation.

The key to self-help implementation is to ensure technology employed is flexible, scaleable, easy to deploy and can be adapted across the business. Help desks change rapidly to keep up with business requirements, so it’s important to stay on top of evolving technology. This where tools such as Configuration Management and Change Management can help. In addition, providing real-time data capture and reporting capability enables better quality decision-making on the basis of comprehensive, real-time information.

In today’s business world, customer service is the job of everyone in the organization. While cost reduction is generally a good thing, cost reduction at the expense of customer satisfaction is not. Delivering help desk self-service that truly helps rather than hinders users reflects positively on the organization, and helps keep both internal and external customers happy.

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