If set up properly, a Self-Service Portal can have a lot of value to your customers and especially their end-users. It is a knowledge base, customer portal and service catalogue in one. It is a place where end-user should be able to quickly find what they need, when they need it – without the help of the service desk. This helps end-user solve their own problems which in the end saves the operators at the service desk valuable time. Time which they can then spend on solving the more critical issues.
Much time can go into setting up an effective Self -Service portal that serves your customers just right. In the end you want to make sure that your users can actually find what they are looking for. That the knowledge you provide is actually being used and get an understanding what pages are actually get visited.
The data includes:
- Unique Self-Service portal visits
- Page views
- Session times
- Navigation flow visualisation
- Type of browser
- Type of OS
How to get it?
Contact your Customer Success Manager or TOPdesk support to activate it for your instance.