Digital Adoption: Why Self-Service Support Is Worth the Switch

You may already suspect that some of your software solutions are not being used as intended. It is more than a feeling. According to 1E, 28% of software installed on workstations goes unused. So what can you do to foster software adoption across your organization? Here is why switching to Self-Service Support makes sense, and how it strengthens digital adoption.

Investing in software tools isn't enough: make sure they are actually used

ERP, HRIS, CRM: countless software tools have become essential for companies. Digital transformation keeps moving fast, tools are modernizing, multiplying, and updating, often to the frustration of employees who must keep pace with constant change.

The average employee actively uses 36 cloud services at work. This includes 9 collaboration, 6 file-sharing, and 5 content-sharing services. Since the market is still developing, few categories have a dominant provider.
(Source: Skyhigh Networks McAfee)

Managing many software tools also means retaining a large amount of information to use them effectively. Employees can easily become overwhelmed. And even when software is used, it is rarely used to its full potential. Take CRM applications as an example: according to CSO Insights, 43% of CRM customers use fewer than half the features available to them. The question is: what can you do about it?

Self-Service Support: boost software adoption

What if the solution lived right where your employees work, inside their applications? By integrating directly into the software, Self-Service Support helps drive user adoption because employees learn to use their tools without ever leaving them. The result is less software-related frustration and greater digital compliance.

In-app support also helps you accompany employees from their very first interaction with a tool, which significantly reduces user churn. According to the Huffington Post, supporting users during their first interactions with strategic tools can reduce user churn by as much as 67%.

Improve user experience

User experience is one of the strongest drivers of digital adoption. It sits at the center of any software adoption strategy. But what factors actually shape it?

82% of users want to gain more independence to resolve their IT incidents by themselves. (Source: Econom, IDC)

Users want software that feels intuitive and helps them get more done. That expectation extends to support as well. The good news is that Self-Service Support can meet it.

Lemon Learning: your user-centric Self-Service Support

Lemon Learning makes it possible to accelerate user digital adoption through new technologies. Users no longer need to search through a manual or revisit training notes. Instead, they learn directly inside the software, guided by interactive walkthroughs available in real time from within their applications. The result: better information retention, more effective use of tools, and less frustration with technology.

Lemon Learning also goes further on user experience. With just a few clicks, you can create personalized training content tailored by country, department, or user role, so every employee gets support that is relevant to them.

As Pierre-Alexandre Mass, DSI de transition, puts it: "You can run the most interesting project in the world, but if there is no support for users, adoption will be very limited. So you need tools that let people build skills on these new tools easily and intuitively."

Reduce support costs

Support costs are a persistent challenge for IT and operations teams alike. In terms of time, money, and resources, support weighs heavily. Self-Service Support offers a concrete way to bring those costs down.

Digital Adoption Platform: optimize costs

Ticket volumes have a way of growing no matter what. Teams regularly spend significant time handling level 1 and level 2 support requests, time that could go toward higher-value work.

By leveraging digital adoption platforms, organizations can deploy self-service support at scale. Task automation reduces the IT maintenance load, lowers user assistance costs, and frees up team capacity for work that matters more: integrating new standards, monitoring information systems, or keeping up with emerging technologies.

If you want to go deeper on how digital adoption platforms support IT teams specifically, see how Lemon Learning's IT solution addresses application support challenges end to end.