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Encouraging customers to self serve (especially password resets!)
Louise John 01 Jun 2016 16:27
Hiya,

Does anyone have any great ideas for encouraging more of our customers to use our self help tools and guidance to help themselves, rather than contacting the service desk? Especially when it comes to password resets!

I'd be interested to hear any great ideas anyone has! 
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02 Jun 2016 11:21 Edited on 06 Jun 2016 at 10:11
Have you thought about gamification? Users could earn points for using self-service over traditional channels... and of course points mean prizes. 

I have also heard of Service Desk using 'frequent flyer' style points based systems, to this effect. Rewarding the bahaviour you want to see in your customer interactions, by rewarding those customers with cumulative points. 

Not sure, which ITSM tools can already offer this though.....
 
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03 Jun 2016 16:57

I agree with Toby that Gamification is a great approach to look at but truly it will only work if your content is easy to find, read and use and the 'rules of the game' are intriguing, fair and accessible to all!  It still comes down to the culture of your audience/customer - what are their natural self-help behaviours they use already both in and outside of the work environment? Often using approaches that tap into already positive behaviours will expand their use into the work environment.  

A key one for me is to transition customers by ensuring that the Support people (F2F and on the desk) use it while remoting into the client's machine. If they see the analyst solving it from the self-help then it shows them where the knowledge resides and it is trustworthy.  I would look at gaming/rewarding the analysts that can solve incidents using the self-help and how many customers they convert to using it. 

One of the reasons I enjoy the principles based method of KCS is how it guides you in the communication and training side of encouraging people to use self-help knowledge.

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06 Jun 2016 15:27
Thanks for your reponse! I really like the idea of the customer seeing us using self help to help them! 
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03 Jun 2016 18:50
I saw a couple of Organizations that created internal Service management communities, for every contribution the user made, they earn points. The main reward was recognition within the company. IT did not have even to create apps or scripts for self-service, the users helped their selves at certain point.

 
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06 Jun 2016 10:23
You can introduce somehitng interesting as "Customer Self Serve" Badge for customers who use the automation tool say 'N" no.of times to solve their issues by themselves. There can be different levels of it and their name can be highlight every month or so to promote more usage by others.
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06 Jun 2016 13:58
1. Make sure your organisation's self-service is easy to find, easy and intuitive to use, works really fast to fulfill whatever the user requests for.
2. Potentially controversial but make the service level targets for contacting the Service Desk to be longer than that for self-service. E.g. 3 days if by calling/email and 30 min if by self-service.
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06 Jun 2016 15:29
Thanks Alvin! I really like number 2 - do you, or anyone else have any experience of attempting that? How did it go down with your customers?
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07 Jun 2016 09:57
I know that we are supposed to be 'customer friendly' but whilst we are 'encouraging' customers we also have to remember why we did this in the first place.  

Self help is often not a nice thing for our customers but implemented as necessity to reduce costs or improve a failing service.  In this instance adoption may not be a nice to have but an absolute must have.  If this is the case then, regrettably, a harder line may have to be taken.  For example, if a customer rings the Service Desk ignoring the self service option you may choose to either hand hold them through using it themselves (needs to be a limit) or in the most militant of situations, redirect any users requesting a service available in the portal back to that portal to complete their request.

Not my preferred option by any means but always worth considering the other side of the coin / practical realities.
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07 Jun 2016 13:01
Have you thought about running a small user group with some of your customers? To get their feedback as to why they're currently reluctant to "self serve". If you know the key reasons as to why they don't use self service then you can address the specific issues/problems. 
 
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