Service Portal: how does a single interface work for interacting with an IaaS provider?
According to a customer service specialist and author of The Conversation Manager, Steven Van Belleghem, 70% of users expect a self-service portal to be on the company's website. At the same time, Zendesk claims that 53% of customers (out of 7,000 respondents) prefer to find solutions to problems without the help of support services.
In this article we will tell you what a self-service portal is, what functions it performs, and what is its use for the IaaS provider and its clients.
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According to Gartner forecasts, by 2020, in 85% of cases, clients independently find the answer to their question or resolve the situation without contacting technical support. Chat bots and self-service portals are designed to help them with this. Service Portal is a universal channel for interaction between a client and an IaaS provider. It provides round-the-clock access to services, and also allows you to create requests for services, resolve incidents and find answers to questions.
The clear interface allows even “non-specialists” to find answers to technical questions, and development tools for customizing the portal and creating web applications on Now Platform may be available to advanced users.
One of the central advantages of this solution is the possibility of organizing around the clock support. HDI technical support association analysts point out that more than half of the technical support departments simply do not work 24/7. Service Portal solves this problem and helps to provide support for a uniform level of quality regardless of the time zone in which the client is located.
Another advantage is the optimization of technical support workflows. If the company's customers can find detailed answers to their questions in the knowledge base, they will most likely prefer to resolve their own questions. Due to this, the technical support service will be able to focus efforts on solving more complex problems.
IaaS-provider portal helps to optimize other internal business processes. HDI analysts call the Service Portal the most optimal tool for processing tickets. The cost of processing one ticket via the self-service portal is estimated at $ 10 - the same amount is spent on processing via chat or e-mail.
For comparison, the resolution of questions by phone costs an average of $ 14 per ticket. The portal helps to reduce the average cost in terms of one ticket to $ 10. For example, the successful experience of introducing a self-service portal at Automic Software allowed resolving up to 80% of incidents of B2B clients of this organization.
TechRepublic notes that using automated incident recording systems (when customers fill out ready-made templates) helps both parties save time. For example, automated tracking of incident progress helps ServiceNow's clients independently resolve 2,400 incidents quarterly.
If our customers have difficulty with software or services, they can report the incident using the self-service portal. For this, just a couple of clicks . After forming the request, the client can monitor the status of its processing, leave a comment and find out the name of the employee responsible for resolving the incident.
As mentioned above, the Service Portal allows customers to find solutions to issues related to the operation of certain products of an IaaS provider.
The knowledge base is a collection of materials on various topics: from the description of business processes to information about software solutions or services of the provider. All articles are divided into categories and topics. In order to find the answer to your question, the client can use the search function in the entire portal or go to the list of materials with the highest number of views.
Independent search for solutions helps to educate customers and help them understand how the work of the provider is arranged. If the company decides to provide the portal with training videos, customers will be able to quickly explore the product and reduce the number of requests for help.
/ photo usdagov PD
Service Portal also helps you create requests for specific services. To do this, just click on the appropriate category. For example, if an IT-GRAD client needs to translate a test into production, he can use the list of popular services on the main catalog page. In the same section, you can monitor the status of processing and execution of the request.
In addition, the portal can track the status of services and their components. The portal also offers the opportunity to view the news feed, the history of the status of services and information about the service and all events planned for the next 5 days.
The self-service portal is a universal tool for customer and service provider interaction. It helps users to register incidents and track the status of their execution, search for answers to questions about the services provided in the knowledge base, form queries and monitor the status of services in the service catalog.
According to SalesForce, the benefits of this product prompted 60% of companies to begin implementing a self-service portal in the next 12-18 months.
PS A few more articles from the First Corporate IaaS blog:
In this article we will tell you what a self-service portal is, what functions it performs, and what is its use for the IaaS provider and its clients.
/ photo usdagov PD
')
What is the Service Portal
According to Gartner forecasts, by 2020, in 85% of cases, clients independently find the answer to their question or resolve the situation without contacting technical support. Chat bots and self-service portals are designed to help them with this. Service Portal is a universal channel for interaction between a client and an IaaS provider. It provides round-the-clock access to services, and also allows you to create requests for services, resolve incidents and find answers to questions.
The clear interface allows even “non-specialists” to find answers to technical questions, and development tools for customizing the portal and creating web applications on Now Platform may be available to advanced users.
What is the use of Service Portal
One of the central advantages of this solution is the possibility of organizing around the clock support. HDI technical support association analysts point out that more than half of the technical support departments simply do not work 24/7. Service Portal solves this problem and helps to provide support for a uniform level of quality regardless of the time zone in which the client is located.
Another advantage is the optimization of technical support workflows. If the company's customers can find detailed answers to their questions in the knowledge base, they will most likely prefer to resolve their own questions. Due to this, the technical support service will be able to focus efforts on solving more complex problems.
IaaS-provider portal helps to optimize other internal business processes. HDI analysts call the Service Portal the most optimal tool for processing tickets. The cost of processing one ticket via the self-service portal is estimated at $ 10 - the same amount is spent on processing via chat or e-mail.
For comparison, the resolution of questions by phone costs an average of $ 14 per ticket. The portal helps to reduce the average cost in terms of one ticket to $ 10. For example, the successful experience of introducing a self-service portal at Automic Software allowed resolving up to 80% of incidents of B2B clients of this organization.
Service Portal Features
Registration of incidents and control over their execution
TechRepublic notes that using automated incident recording systems (when customers fill out ready-made templates) helps both parties save time. For example, automated tracking of incident progress helps ServiceNow's clients independently resolve 2,400 incidents quarterly.
If our customers have difficulty with software or services, they can report the incident using the self-service portal. For this, just a couple of clicks . After forming the request, the client can monitor the status of its processing, leave a comment and find out the name of the employee responsible for resolving the incident.
Work with the knowledge base
As mentioned above, the Service Portal allows customers to find solutions to issues related to the operation of certain products of an IaaS provider.
The knowledge base is a collection of materials on various topics: from the description of business processes to information about software solutions or services of the provider. All articles are divided into categories and topics. In order to find the answer to your question, the client can use the search function in the entire portal or go to the list of materials with the highest number of views.
Independent search for solutions helps to educate customers and help them understand how the work of the provider is arranged. If the company decides to provide the portal with training videos, customers will be able to quickly explore the product and reduce the number of requests for help.
/ photo usdagov PD
Selection of services and provision of system status information
Service Portal also helps you create requests for specific services. To do this, just click on the appropriate category. For example, if an IT-GRAD client needs to translate a test into production, he can use the list of popular services on the main catalog page. In the same section, you can monitor the status of processing and execution of the request.
In addition, the portal can track the status of services and their components. The portal also offers the opportunity to view the news feed, the history of the status of services and information about the service and all events planned for the next 5 days.
The self-service portal is a universal tool for customer and service provider interaction. It helps users to register incidents and track the status of their execution, search for answers to questions about the services provided in the knowledge base, form queries and monitor the status of services in the service catalog.
According to SalesForce, the benefits of this product prompted 60% of companies to begin implementing a self-service portal in the next 12-18 months.
PS A few more articles from the First Corporate IaaS blog:
Source: https://habr.com/ru/post/350888/
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