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Solutions Spotlight: Selfless Service - A Service Management Mindset to Improve User Experience (Freshservice)

Location: Solutions Spotlight Stage

Date: Thursday, April 12

Time: 1:00pm - 1:20pm

Pass Type: Conference and Expo Package - Get your pass now!

Track: Solution Spotlight

Vault Recording: TBD

Organizations are investing so much in Self Service portals only to find that users prefer calling and email the service desk. Self Service portal adoption continues to be a problem in IT. If we hope to take Service Management to other departments in our organizations, customer experience becomes even more critical. How do we change the perception of the Service Desk with our customers and ensure we give them a consumerised experience?

It can start with a mindset change. This presentation will explore the possibility of approaching service management with a selfless mindset, focusing primarily on self-service. Sanjeev will show us simple, actionable things that you can take back and immediately implement in your Service Desks for an improved customer experience. Param will show us simple, actionable things that you can take back and immediately implement in your Service Desks for an improved customer experience. Param will share his own customer support experiences and draw insights from that to be applied in the Service Desk world. (Freshservice)

Key Takeaways from the talk:
1) Benefits of thinking with a Selfless Service mindset
2) Actionable items to be implemented in the Service Desk immediately to boost end-user experience
3) Understanding of Need/Effort matrix to drive end-user behavior