Employee Experience
6 Trends in Self-Service
Jul 8, 2022
Today’s employees expect to have an opportunity to solve their issues before reaching out to a customer service agent. Around 89% of employees say they expect access to a self-service portal when dealing with everyday problems.
As your employees become increasingly savvy in the digital world and more comfortable with the idea of using bots, automation, and intelligent tools to address issues, self-service is everywhere. The right tools don’t just delight employees either; they can also be a valuable way to keep your customers happy by giving them extra support in a hybrid world.
Today, we will look at six significant trends pushing the evolution of the self-service landscape and why they should be important to any employee experience team.
1. Rapid Cloud Adoption
The adoption of cloud technology is an integral part of the self-service revolution. With the cloud, companies can access all-in-one ecosystems for employee engagement, ready to scale up or down at the touch of a button. This makes it much easier to expand a self-service solution that matches your company’s growth.
The cloud creates an environment where business leaders can control and transform their self-service efforts more efficiently. You might start with a simple chatbot solution, then gradually implement IVR technology with natural language processing with the help of the right vendor.
Cloud solutions also make it easier to align multiple data streams from your self-service and other employee self-service environments. This provides a better overview of the employee journey and enhanced security, privacy, and compliance opportunities.
2. Rising Focus on Agent Experience
Issues like “The Great Resignation” prompt business leaders to think more carefully about how they attract and retain their most important staff members. Companies can’t afford to deal with vast levels of turnover at a time when customer demand levels are skyrocketing.
Fortunately, self-service solutions can allow organizations to implement more compelling experiences for agents. First, with automated self-service systems like chatbots and FAQs, it’s possible to serve endless clients without the input of a human agent, saving specialists crucial time. Secondly, self-service solutions also automate many tasks employees wouldn’t usually enjoy doing, like renewing subscriptions or dealing with commonplace issues.
Self-service solutions can also be implemented into the employee backend within an employee experience environment, providing hybrid and remote workers with ways to troubleshoot and resolve common tech problems without waiting for IT support.
3. Creating an Omnichannel Service Environment
Today’s employees want to be able to interact with their organization quickly and conveniently on the channels they like most. Around 71% of employees want brands to offer workflow support over messaging, while many are also looking for video, audio, and SMS support.
Self-service solutions allow companies to stay on the cutting edge of the omnichannel revolution. You can implement self-service tools to support your employees in different environments, from chatbots on your website to instant-response SMS tools to unified intranet self-service portals.
Companies can also use natural language processing algorithms to add self-service experiences to the standard calling experience. Or you can set up employee portals where team members can connect with bots and agents online and track support tickets. Self-service solutions open the door to a new selection of excellent opportunities for digital engagement.
4. Intelligent Automation
While some of the most popular forms of self-service in the employee experience landscape are the simplest, like catalog requests, FAQ articles and blog posts, others can be more advanced. Now that 69% of employees are attempting to solve problems independently, saving support teams time, money, and resources, it makes sense to invest in more intelligent tools to empower your team members.
Intelligent automation solutions allow clients to complete more tasks on their own, without the input of human agents. For instance, employees can reset passwords, order equipment, and even troubleshoot common tech problems with the help of an IVR or chatbot or knowledge articles with natural language processing.
Intelligent automation reduces the strain on today’s employee service teams and allows team members to feel more empowered and confident when using your products or services. The result is happier employees and a more efficient team.
5. Focused Privacy Measures
Intelligent automation tools also make it easier for companies to collect valuable information about the employee journey. The key for modern companies will be finding the right balance between collecting valuable data and adhering to the latest privacy guidelines.
By omitting personal details, your bots and IVR systems can collect and store data without putting you at risk of compliance issues. Companies can set up policies for which information should be collected, and even implement automated strategies for removing data from your database at an employee’s request.
It’s also possible to create more personalized experiences with bots by allowing tools to tap into information about previous employee engagements to offer more contextual assistance.
6. Augmented Customer Experiences
Finally, as self-service becomes increasingly popular, the way we empower employees to address their issues and accomplish tasks is changing. Increasingly, business leaders are beginning to experiment with a combination of AI and XR to offer next-level customer success and service experiences.
For instance, in the future, HR departments might be able to skip a complex onboarding process with an employee from a B2B team by putting on a VR headset and walking through the process with a virtual assistant. AR and MR headsets could bring manuals to life and give users more guidance on troubleshooting common problems.
As XR technology grows more accessible and affordable, companies may start to invest in more tools for employees who prefer to solve problems themselves with immersive content and guidance. There are already examples of VR and AR training solutions on the market.
How to Easily Implement these Trends in Your Organization
So, now that we know the six major trends of employee self-service, how do we implement them in your business without having to move heaven and earth or spend a ton of money? Intellective’s Employee Experience is an application that sits on top of ServiceNow that can allow you to digitally transform your employee self-service and engagement for the better in as little as ten (10) weeks.
The application allows organizations to take information from across the organization and deliver it to team members, so they have everything they need to do their job in one portal. The Employee Experience Pack also makes it easy on managers and their direct reports to communicate efficiently and effectively. This makes it simpler for your organization to acknowledge team members, which is a major driver of employee engagement.
The application allows you to solicit employee feedback, prioritize it, assign action items, and track progress. Since everything is in one place, you can make it easy for employees to find the right training to enhance their career.
