by Maria Simonton
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“Operator.” “Agent.” Press zero. We’ve all been there—engaged in a desperate attempt to break out of an awkward automated system to speak with a real person. But contact center supervisors and helpdesk administrators understand the importance of user self-service: by automating routine tasks that don’t require assistance, agents are freed up to handle more business-critical responsibilities. So, then, how can we convince users that self-service may be the best option?
Communicate the Benefits
The most surefire way to increase usage of your self-service channel is to help users understand how the product or application benefits them. Does it reduce their time spent waiting? Protect their personal information? Offer them flexibility and convenience on-the-go? Brainstorm a list of the top three reasons people will love using the automated system and then find a way to communicate it. Email, blog post, and social media are all effective ways to create user interest and acceptance, especially when making changes to technology that people have already grown accustomed to.
Provide Resources and Training
The second key component to widespread user adoption is training. Users who don’t understand the solution or who aren’t sure what to expect will be less likely to utilize it. Ensure that your users are armed with the knowledge and resources to complete their tasks quickly and easily. Quick start guides, online help, and thorough documentation are just a few of the ways you can educate your user base.
Choose an Elegant Solution
No matter how well you train and communicate, users will never embrace an application that is cumbersome and difficult to navigate. An intuitive, natural interface offers an experience that people will delight in, not recoil from. When choosing an automated system, it is critical to take into account the human factor. Well-designed products should improve productivity, minimize errors, and gain high marks for user satisfaction. Ask yourself: would I want to use it?
Whether your user base consists of external customers or internal employees, it’s important to ensure people are onboard with self-service from day one. INI IDReset™, an internal password-reset solution for enterprise-level organizations with Active Directory, provides a simple and efficient way for users to reset their network passwords without the intervention of IT staff. IDReset has been designed from the ground up to both accelerate user adoption and reduce deployment time for administrators. End-users appreciate the straightforward voice and web interfaces that allow them to reset their passwords quickly. Administrators can configure an experience that is tailored to their employees, resulting in a more meaningful interaction for the user. A unique ‘batch enrollment’ tool even allows administrators to import existing user data into IDReset, eliminating the need for individual enrollment and promoting better user adoption from day one.
Easy-to-use products will help guarantee widespread adoption by creating a better experience for both users and agents alike. And because faster adoption usually equates to faster return on investment, you’ll see more benefit from your platform and technology decisions—sooner.