The Real Purpose of Web Self-Service

In the past few weeks I have seen a few demonstrations of self-service offering in service desk tools, and have been reminded how knowledge is just not their main focus.  Most service desk tools are still focused on helping users open requests and incidents, contacting the service desk, and managing their issues.  As a knowledge management provider, RightAnswers has always designed an experience that is focused on finding the answers to users’ problems. 

An example is when I recently bought a new TV and needed to figure out how to get my universal remote to work with it.  I went to the Internet and to my cable provider site looking for answers on how to do it myself, not wanting to request that someone to reprogram my remote for me.   I found a wealth of information including step by step instructions with screenshots, as well as videos — I was up and running in minutes.   For me, this just drove home the fact that web self-service should help you find the information you need to solve your problem.  If it’s about something else, it’s missing the mark.

To be successful in this the user experience needs to support the proper behavior flow.  Search needs to be prominent but non-threatening.  Knowledge needs to be visible even before you attempt to search.  Search needs to be seamlessly reinforced at every turn, including when you decide to open a ticket or other requests.  Following these simple rules provides users an experience that delivers a positive outcome for them and the service desk—and keeps them coming back for more.