Digital Workplace: 5 steps for a successful implementation
Discover how to set up your Digital Workplace step-by-step and engage your employees in their digital tools!
Including self-service in your combination of business support is essential to being both a digital workplace and a sustainable workplace of the future.
In today’s digital landscape, there are two types of users. This first group are increasingly tech-savvy, autonomous, and impatient. The second group are tech novices, support dependent, and digitally inefficient. However, digital self-service is now common in most aspects of modern living, from the way people shop, eat, travel, and consume, so why not in the way we work?
Let’s discuss self-service support for your business software.
Self-service support allows your users to find solutions to software and application issues with complete autonomy. It empowers users to locate the right resources to solve low-level support issues daily without any internal or external assistance. It can include self-service portals, electronic document management systems, chatbots, or knowledge bases.
Level 1: password resets, troubleshooting, printer configurations, operating system errors
Level 2: troubleshooting (escalation from level 1), software installations, back-end issues
Did you know? 63% of customers always or almost always start with a search on a company’s online resources when they have an issue.
(Zendesk, 2020)
Why is self-service support important today? Including self-service in your combination of business support is essential to being both a digital workplace and a sustainable workplace of the future. While human support is still necessary, the value of a hybrid approach that includes self-support has increased for numerous reasons.
A huge part of business software sustainability depends on your response to evolving user behaviors. Users aren’t just ready for autonomy, but increasingly prefer self-service to resolve problems on their own, boost digital competence and reduce waiting time.
Did you know? 65% of customers use self-service channels before contacting an agent when trying to resolve an issue.
(Microsoft, 2020)
Self-service support can considerably impact the ROI of your software investments. Consider the range of business software in your organization, including web-based, Saas, and in-house solutions. According to Productiv, large enterprises (10,000+ employees) averaged 364 tools, and small businesses (<500 employees) had 242 apps in 2021. Part of the increase in ROI comes from alleviating low level 1 and level 2 requests from your internal IT department. It relieves short-term pressure by freeing up space for more complex support requests. As a result, it reduces costs in the long term in areas such as IT support.
A pillar of any successful organization, self-service support helps promote agility. Being able to react and respond quickly to software issues promotes a more effective and productive work environment, increasing the autonomy of your users and company overall.
Since Covid-19 and the mass shift to hybrid and remote work, accessibility to software is paramount to the health of an organization. It includes the ability to access support anywhere and at any time. In addition to accessibility, working hours also changed. In one study, users worked between 15 and 20% more than pre-pandemic levels, indicating another incentive for self-service support, out-of-work hours, and emergencies.
In 2020, 68% of user support officers reported that they felt overwhelmed by their workload.
(Source: Zendesk)
Self-service support can be a one-stop-shop knowledge base for all your internal users. Successful end-user, self-service support in conjunction with other types of support benefits departments across your organization from the bottom up.
With self-service support, users can address and resolve support issues with complete autonomy creating a domino of positive effects. One tip is to think of your users as internal software customers. The benefits to end-users include:
According to the latest helpdesk ticketing research: The average ticket response time is 3 hours, 14 minutes, and 33 seconds.
(Source: Zendesk)
Support teams are on the front line of internal technical support issues facing the entire organization. It means a constant flow of support tickets, calls, and emails.
39% of customers say they can resolve issues much quicker using self-service options than other customer service channels
(Source: Deconstructing Delight report, Freshworks)
Save money on scaling support teams: Improve the bottom line of your IT department with self-service support that can grow with your organization, eliminating the need for more costly hires.
🍋 Lemon Learning tip: implement sustainable hybrid support including self-service with a digital adoption platform
A digital adoption platform provides a hybrid approach to onboarding, training and support on any web based, SaaS or in-house tool. A DAP integrates with your existing software like a second skin, meaning users never have to leave the platform to seek guidance and support on low level requests. Through a series of interactive workflows, made up of guides, bite-size micro objectives and FAQs, users train and work simultaneously.
🍋 Lemon Learning users observe up to 70% fewer support requests thanks to interactive support integrated into their software.
Receiving frequent, repetitive support requests on the same topics? Create a Support workflow your users can access 24/7! But that’s not all…
With Lemon Learning analytics, improve the added value of your software with real-time, in-depth, quantitative, and qualitative analytics on user performance. Leverage Support material analytics to improve your processes and increase ROI:
If you’d like to follow a real-life example, take a look at our case studies page. Alternatively, if you have any questions, get in touch!
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