Support: A practical guide to reduce support requests

Your support teams are drowning in level 1 and 2 support tickets and cannot find time to process the most qualified requests? They’re not the only ones. According to Zendesk, it takes an average of 24.2 hours for support teams to provide an intial answer to internal tickets. But why is it a concern?

Your employees are faced with an ever-increasing number of digital tools to master. And let’s be honest, without proper support, it can be quite overwhelming. The level of support you provide has a direct impact on user satisfaction and their likelihood to stick with the tools you provide. So, the big question is: How can you reduce the burden on your support team while keeping your employees productive and efficient?

User engagement, support accessibility, and support integration into your tools: here are some major keys selected by Lemon Learning to reduce your support requests and costs long term.

1. Engage your user on their software

So you’re looking for ways to reduce your level 1 and 2 support requests? Start with the basics: user onboarding. Good software onboarding is their introduction and first impression of a tool. It’s a chance to familiarize them with their tools and processes.

Think of software onboarding as the equivalent of your first day at a new job. It’s a crucial step in ensuring successful software adoption. How users interact with their digital tools right from the start can make or break their entire digital experience. Their initial encounter sets the tone and determines whether they’ll be motivated and self-sufficient in using the tools, or if they might end up abandoning them.

2. Make your support service accessible

Wondering what your users dream of? Autonomy on their software! According to Econocom -IDC, 82% of users want to gain autonomy to resolve their IT incidents on their own. But there’s a glitch.

Not all employees have access to support in real time. In some companies, the availability of the support depends on the schedule and time zone of the support teams. That means that when support teams are located in a single country and the company has international offices, many employees don’t have the support they need when needed. Likewise, employees working outside traditional working days don’t have access to the information they need during their working hours. So how can you solve this problem?

If you want to reduce your support requests and costs, it’s essential to help your users reach autonomy on their software. This way, your users will be independent and make fewer requests to your support teams. To do so, your support must be accessible: users should be able to access their support in real time and directly from their tools. But what kind of support can provide this level of service?

3. Help Desk, Service Desk, self-service support: which support to choose?

Today, there are several types of support users can rely on. But which one is best suited to reduce support?

  • Help Desk: Is used to manage customer service. A Help Desk is made up of a team of technicians who provide a solution adapted to users (from a direct response to referral to specialists) according to the various problems encountered.
  • Service Desk: This IT support is used to improve the IT and business processes of companies.

But what if we told you there’s another type of support that’s the best of both worlds? It is called self-service support

Self-service support: On-demand support

Directly integrated into the software, Lemon Learning’s self-service support enables you to reduce your support requests and costs durably. The principle? An on-demand support that helps your users in real time right from their tools! Thanks to this system, users have access to the right information, at the right time and in the right place (on their software). The best thing? Lemon Learning’s self-service support integrates with all your software accessible via web browser, including your internal solutions!

Support management can be a real conundrum. But here’s the good news. Optimizing support costs sustainably and efficiently is possible! Solutions like Lemon Learning enable you to drastically reduce your support requests thanks to integrated support. By providing your users with accessible IT support in real time, you foster user engagement and reduce level 1 and 2 requests. As a result, your teams have more time to process the most qualified support requests, your employees make better use of their tools, and your company optimizes its costs!

Tags: Support

Sarah C

Sarah oversees all things inbound marketing, exploring the many business uses and topics surrounding digital adoption. Her previous experiences include B2C and product marketing in the social listening space, uncovering emerging industry trends.