TFT13 - Aprill Allen, Self-Service in IT
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As enterprises become flatter in structure and more collaborative in nature, IT teams must learn to leverage the knowledge of their user community. Truly great self-service is the convergence of community management and knowledge management. According to HDI research, survey respondents recognise knowledge management and self-help are required to provide successful support, but they don’t feel the same way about collaboration. This presentation is intended to inspire IT leaders to empower their staff and users with knowledge and to educate on the skills required to build great self-service communities. To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.com
Transcript of TFT13 - Aprill Allen, Self-Service in IT
75% of respondents find self-service to be convenient.
67% prefer self-service to speaking to a support
representative.
40% go on to calling support after they’ve looked for
an answer via self-service.
** Data from Nuance, featured on the Zendesk blog.
** Data from KCS found in the Practices Guide.
If customers find helpful information 40-50% of the
time, they are likely to use self-service again.
People come for the
information and they stay
for the relationships.
Amy Jo Kim
— Community Building on the web: Secret strategies for successful
online communities, 2000
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