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Clarisse Aglae - 01/10/2020

Support : A Practical Guide to Decreasing Support Requests Durably

Your support teams are drowning in level 1 and 2 tickets and cannot find time to process the most qualified requests? They’re not the only ones. According to Zendesk, it takes an average of 24.2 hours for support teams to provide a first answer to internal tickets. But why is this a concern?

With the digitalization of companies, employees must learn to master more and more digital tools. To help them on a daily basis, the support is decisive: it has a direct impact on churn. Without a suitable support, users end up abandoning their tools. So how do you reduce your support while maintaining your team's efficiency?

User engagement, support accessibility, and support integration into your tools: here are some major keys selected by Lemon Learning to reduce your support requests and costs on the long term.

 

1. Engage your user on their software

You want to reduce your level 1 and 2 support requests? Start with the basics: software training and user onboarding. With good software training, your employees will be less likely to make mistakes with their digital tools. So this is the first step in reducing your support. But that's not the only thing.

Training your users is not enough. You also have to help them with their software right from the beginning, that is to say right from user onboarding! The reason?


User onboarding support

Just like employee onboarding in corporate offices, user onboarding is fundamental when it comes to software adoption. Their first interaction with their digital tools is decisive for their digital experience. According to their first experience, your users will be more or less inclined to be engaged and autonomous on their tools or to abandon them.

 

2. Make your support service accessible

Wondering what your users dream is? Being independent on their software! According to Econocom -IDC, 82% of users want to gain autonomy to resolve their IT incidents on their own. But there’s a glitch.

Not all employees have access to support in real time. In some companies, the availability of the support depends on the schedule and time zone of the support teams. That means that when support teams are located in a single country and the company has international offices, many employees don’t have the support they need when needed. Likewise, employees working outside of traditional working days don’t have access to the information they need during their working hours. So how can you solve this problem?

 

If you want to reduce your support requests and costs, it’s essential to help your users being autonomous on their software. This way, your users will be independent and make fewer requests to your support teams. To do so, your support must be accessible: users should be able to access their support in real time and directly from their tools. But what kind of support can provide this level of service?

 

3. Help Desk, Service Desk, self-service support: which support to choose?

Today, there are many types of support users can rely on. But which one is best suited for reducing support?

But what if we told you there’s another type of support that is the best of both worlds? It is called self-service support

 

Self-service support: support on-demand

Directly integrated into the software, Lemon Learning's self-service support enables you to reduce your support requests and costs durably. The principle? An on-demand support that helps your users in real time right from their tools! Thanks to this system, your users have access to the right information, at the right time and in the right place (on their software). The best thing? Lemon Learning's self-service support integrates with all your software accessible via a web browser, including your internal solutions!

 

Watch a demo

 

Support management can be a real conundrum. But here’s the good news. Optimizing support costs sustainably and efficiently is possible! Solutions like Lemon Learning enable you to reduce your support requests drastically thanks to integrated support. By providing your users with accessible IT support in real time, you foster user engagement and reduce level 1 and 2 requests. As a result, your teams have more time to process the most qualified support requests, your employees make better use of their tools, and your company optimizes its costs!

 

Sources

- Digitaliser et désengorger votre support utilisateur en période de confinement, Vizir, 2020

- Comment désengorger votre service support tout en améliorant votre expérience client grâce au selfcare, Smart Tribune

- Les bienfaits d'un agent conversationnel pour un support de centre de contact client, Citizencall

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