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Clarisse Aglae - 12/08/2020

Digital Adoption: Time to Switch to Self-service Support

You may have already had the impression that your software solutions weren't being used. Spoiler alert: it is more than a mere impression. According to 1E, 28% of software installed on workstations goes unused. So what can you do to foster software adoption in your company? Here’s why you should switch to Self-Service Support and how it can improve your digital adoption!

 

Investing in software tools isn't enough: make sure they are actually used

ERP, HRIS, CRM… Countless software tools have become essential for companies. Digital transformation dictates, tools are modernizing, multiplying and updating, to the great displeasure of employees who must keep up with the frantic pace of change.

The average employee actively uses 36 cloud services at work. This includes 9 collaborations, 6 file-sharing, and 5 content-sharing services. Since the market is still developing, few categories have a dominant provider. (Source: Skyhigh Networks (McAfee)

Having a lot of software tools also means having a lot of information to retain in order to handle them. And sometimes, employees are just confused with all of it. Not only that. Sometimes software is used, but not to its full potential. Take CRM applications for instance: according to CSO Insights, 43% of CRM customers use fewer than half the features they have on their CRM. So what do you do?

 

Self-Service Support: boost software adoption

What if the solution was everywhere your employees work, i.e. at the heart of their applications? By being directly integrated into the software, Self-Service Support boosts your user adoption. You’re wondering why? Because they learn to handle their software solutions without leaving them. As a result, your users have less software-related frustrations and more digital compliance! User support also enables you to support your employees right from their first use, thus drastically reducing user churn. According to the Huffington Post, supporting users in their first interactions with strategic tools can help reduce user churn by 67%.

 

Improve user experience

If there's something digital adoption depends on, it's user experience. It is now a centerpiece of software adoption. But what exactly affects user experience?

82% of users want to gain more independence to resolve their IT incidents by themselves. (Source: Econom - IDC)

Ideally, users want software that is intuitive, enabling them to increase their productivity and performance. And by software, we mean software and support. Impossible, you say?

 

Lemon Learning: your user-centric Self-Service Support 

What if you facilitated user digital adoption with new technologies ? Good news : this is exactly what Lemon Learning’s Self-Service Support enables you to do ! No need to go looking in the user manual or go back to your training notes: users learn by using the software directly. How? They have access to interactive guides available in real time and right from their applications! The result? They retain information better, use their software tools better, and are less frustrated with technology. But there’s more. Here, at Lemon Learning, we have chosen to take the user experience a step further. With just a few clicks, you can create personalized training courses according to the country, the department or the role of your users. 

 

Salesforce new opportunity interactive guide

 

Try Lemon Learning

 

Reduce support costs

Let’s tackle businesses pet peeve! Yes guessed it:  we’re talking about costs. Money, time, skills, in terms of costs, support is a real challenge. And once again, Self-Service Support is a more than tangible solution.

 

Digital Adoption Platform: optimize costs

This support just won’t stop increasing... Whatever you do, you and your teams always end up spending a considerable amount of time on tickets, to the detriment of your other, sometimes more important, tasks.

 

By leveraging tools like digital adoption platforms, you can easily deploy self-service support. Thanks to task industrialization, your teams save time and the IT maintenance load decreases, especially level 1 and 2 support requests. User assistance costs decrease and your teams can allocate more time to tasks such as the integration of new standards, the monitoring of information systems or even technological watch on innovation topics.




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