Top 5 Ways To Make Your End Users More Self Sufficient 

How much information should you provide and is it enough? It is a tough line to balance when providing support desk assistance and support to your end users.

End users want to be supported but also at the same time want to be empowered and have the autonomy to look and find what they need at their convenience. This is becoming more and more of an issue as websites and apps become more readily available to access for users. A recent study by Forrester shows that 72% of US online customers prefer to get information and answers to their questions from a company’s website instead of contacting them by phone or email. 1

However, it was found that 52% of the customers utilizing online resources are not able to find what they are looking for. Therefore, in order to address the needs of your end user effectively and provide them with what they want and need, it is vital to have the proper systems in place to provide it sufficiently and to be able for them to readily access it.

Thus, below are the 5 key components your support helpdesk software should include and provide in order to provide timely knowledgeable answers and resources to your end users:

1. Provide a web portal that is user-friendly and intuitively allows self-service by users to access wide variety of pertain information easily and readily, allowing for them to easily click through the tiered categories and search knowledge articles by keywords, category decision tree, asset make/model, and the FAQ article number. Also, provide them with preventative maintenance material. Check out our FREE maintenance eBooks click here.


2. Support a built-in knowledge base (KB) management module where all documented common technical issues, best practices, and resolutions are entered by technicians and available for access by end users.


3. Ensure the KB information has rich text and highlight capabilities so file attachments (i.e. screen shots, diagrams, etc.) are available and important information identified.


4. Provide a separate knowledge base for specifically just the technicians to access and which they can flag KB articles and link them to tickets.


5. Maintain up-to-date information and filter out any obsolete articles, broken links and non-pertinent items. This can be easily done by with the assistance of end users by providing them with a rating option on the usefulness of the FAQ and KB articles.

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Reference:
1 https://www.forrester.com/North+American+Technographics+Customer+Experience+Survey+2013/-/E-SUS2513