From the course: IT Service Desk: Customer Service Fundamentals with AI

Unlock this course with a free trial

Join today to access over 24,900 courses taught by industry experts.

Benefits of self-service portals and knowledge bases

Benefits of self-service portals and knowledge bases

From the course: IT Service Desk: Customer Service Fundamentals with AI

Start my 1-month free trial Buy for my team

Benefits of self-service portals and knowledge bases

“

- [Instructor] In this section of the course, you'll be learning about AI powered self-service and customer empowerment. This video covers the benefits of providing self-service portals and knowledge bases. The benefits are very much a win-win for customers and the IT service desk. The significance of self-service cannot be overstated. Self-service options are very popular and often the preferred channels for customers to use. Researchers recently found that 81% of all customers attempt to take care of matters themselves before reaching out to a live representative. As a result of this continuing popularity, researchers found that 60% of organizations expect to use self-service as their primary customer engagement channel going forward. Your help desk may or may not be at the point where self-service is the primary customer engagement channel, but you would be remiss to disregard the importance of it. So why are self-service portals so popular? Well, for one thing, they are extremely…

Contents