Three Ways to Enhance Employee Productivity With End-User Support

By: Edouard Rivet| - Leave a comment

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Have you thought about how to enhance employee support? If you haven’t, it may be time to start. According to a study by EY, millennials will comprise 75 percent of the global workforce by 2025. As workplace expectations change, your support model must evolve to provide end users with a more consumerlike experience.

Giving your employees new support tools can help you enhance their productivity. Not only will this strategy benefit your employees, but it will also positively affect your budget and provide excellent support. Here are three components to include in your end-user support model.

1. Live Chat and Chatbots

Chat functionality seems basic, but many companies still haven’t implemented it yet. Multitasking is part of our daily habits, and this tool allows employees to continue working at their desk or home office while an issue is being resolved.

In addition to live chat, new chatbot systems and the latest cognitive technologies can help you reduce the number of support staff needed and increase speed to resolution. Moreover, the around-the-clock availability of automated chatbots will satisfy travelers and your most widespread workers.

2. Self-Service Knowledge Portal

A webpage provisioned with content specific to your enterprise tools, processes and hardware is great for lowering help desk costs. Moreover, it enables your employees, who can gain knowledge to handle issues themselves.

Your self-service knowledge portal should contain tutorials with short videos and step-by-step guidance. The most common issues should be located on the front page so they’re easily accessible, and of course, there should be a banner to show live outages. Employees like to know what’s happening in real time, so it’s worth investing in — just think of the money you’ll save by preventing calls!

Finally, don’t forget about adding self-enablement functions such as automated password reset and access permission request features. These should also be available around-the-clock so users don’t have to wait to access the information they need to get their work done.

3. Drop-In Help Desk

Most employees still want and appreciate direct human contact. But companies should optimize the time of their support staff, which is often wasted in going to user’s desks. This can be done by creating a webpage and a mobile app for scheduling walk-in user support. Having users schedule an appointment and fill out a short questionnaire on the matter beforehand can help to improve the utilization of your help desk agents.

Go a step further by creating an area, just like a living room, where your employees can grab a coffee and chat with an IT expert to resolve their issues. This will considerably change their perception of the function.

Giving employees freedom of choice when it comes to support is also key to creating a better user experience. Having these three elements as integral components of your end-user support strategy can empower your employees to be more productive, decrease your support staff ratio and bring your enterprise mobility strategy from good to great.

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About The Author

Edouard Rivet

Mobility Sales Leader for Western Switzerland, IBM

Edouard Rivet is a Mobility and Workplace Services sales leader for IBM Switzerland. He is passionate about new technologies and disruptive start-up business models.

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