A Holiday Wishlist for ITSM Tools
This Christmas, kids all over the world were busy writing their letters to Santa with their Christmas gift wishlist
Well, we don’t know if Santa gives gifts to IT teams but if he did, here’s the wishlist we’re sending to the North Pole!
1) Accessible Self-Service Support From Anywhere
Now Santa has to deliver gifts all over the world, so even a minor roadblock in his production assembly could wreak havoc. He needs a quick solution, that’s why self-service portals work, even in the North Pole.
And, he’s not the only one! In the post-pandemic world, customers and employees rely on self-service more than ever. With remote working, giving users access to support from anywhere is a must.
The problem is most organizations believe that providing their users with omnichannel support is simply giving their users several channels to access information from. This is not the only unified support experience that end-users want.
To successfully give users self-service support no matter where they are, all your support tools should work well together to provide a seamless and consistent support experience.
There are several ways organizations can achieve this. Firstly, make your self-service portal and messaging platforms accessible to everyone across all levels of the organization through website applications.
Secondly, use the support of AI-powered self-help technology and virtual agents to guide users through complicated processes and provide quick help anywhere, anytime.
2) More Interaction with Intelligent Knowledge Management Systems
When Santa receives letters at the North Pole, he has a better understanding of the gifts that kids really want to receive. This ‘knowledge’ helps him deliver presents that people actually want.
Similarly, knowledge management is also one of the most important yet underutilized capabilities of ITSM.
Think about it, support teams have in-depth knowledge and insights about users, their systems, and services. Every time a user raises a support ticket, or runs a search, support agents learn new insights.
Knowledge about people and their systems can also be obtained through training documents, release notes, testing records, and known issue databases.
But what can support agents actually do with this plethora of data present to them?
Employing an intelligent knowledge management system helps organize this data in a manner that provides guided solutions for recurring issues. Not only that, end-to-end knowledge experiences can play a huge role in increasing employee and customer engagement with self-service.
Knowledge management, when integrated with intelligent tools such as chatbots and virtual agents,utilizes insights to communicate with end-users, proactively problem-solve through conversational engagement and helps agents focus on business-critical tasks.
3) Stay One Step Ahead of the User with AI Augmentation for Self-Service
Here’s another scenario from the North Pole. What if the letters to Santa get lost in the mail? If only there was a way for Santa to still delight everyone for Christmas without these letters.
There could be a way, if Santa knew how to take advantage of AI augmentation the way that modern ITSM tools do!
For self-service tools to compete with today’s technology, taking advantage of AI technologies such as natural language processing (NLP) and intelligent service is a must. These tools use artificial intelligence to leverage the power of data to formulate predictions and meet customer expectations.
Not only that, AI augmentation can be used to provide super personalized conversations with chatbots and virtual agents by using data. It also saves precious resolution time by providing auto-resolution of tickets and service item auto-renewal.
That’s still not all AI technology can do. It gives room for human error by identifying ticket types based on its past learnings and classifying them for service desk agents as well. This means no more manual sorting of incident and service requests.
When AI is combined with knowledge management systems, it streamlines the self-service experience for both users and agents. That’s because this powerful combination opens up intelligent searches that deliver more relevant answers at a quicker speed.
Now if that’s possible, it’s definitely on our holiday wishlist!
Make Your Wishlist Come True
If this is your holiday wishlist too, you don’t need it to reach the North Pole for it to come true.
All you need to do is request a free demo for Freshservice, a modern IT service management system that has everything on this wishlist and more.
Get your free Freshservice trial to uncomplicate ITSM with intuitive, intelligent, and right-sized service management solutions.
