Posts by Chris Hill

Making IT Self-Service a Reflex, Not a Chore

The Habit Zone

IT Self-Service Should be a Reflex The goal of your IT self-service efforts should be to make something habitual and top of mind. Any time an employee has a question, their immediate reflex should be to go to your portal and dig up what they need. But they don’t, and frankly they won’t with the…

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How to Automate Knowledge-Centered Support and Triple the Benefits

Challenges of KCS Knowledge-centered support (KCS) has been around since 1992. It can help you resolve incidents faster, optimize your resources, and enable a real self-service strategy. It’s a good idea. Every support organization is being asked to grow at a slower rate than their customer base. KCS is a great way to keep pace,…

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Self-Service and the Curse of Knowledge

Curse of Knowledge

Tourist Problems An American couple sits at a Paris café to order lunch. The salad looks good, so they order that…but then something happens. “Oh, and we’d like some ranch dressing please.” The waiter looks at them confused.   They repeat. “Ranch dressing.” He’s still confused… probably thinking, Ranch dressing? – Dressing that comes from…

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Improve Self-Service Adoption with this Simple Hack

Self-Service Hack

Employees don’t like using self-service. They pick up the phone and call for help instead. But what if you’re rolling out new software, and can’t afford for everyone to constantly be calling support? You’ve spent a lot of money training people, but they still have questions. You need to get them to help themselves and…

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How a Stanford Ph.D. Would Approach Self-Service

B=MAT

Are your people using self-service as much as you’d like them to? Probably not. Instead, they’re opening trouble tickets, waiting around for answers, and not getting any work done. This isn’t good for anyone. It’s expensive for you, and your employees are losing productivity. They need to start using self-service, but how do you get…

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Scientology, Psychology, and… Customer Satisfaction Surveys?

IT Survey

Disclaimer: The examples used in this piece are intended to lend clarity to the topic. Kaleo does not have an opinion on the Church of Scientology.   Your Assumptions Could Be Wrong Do you know your customers? Are they happy? It’s important that you know them. You issue customer satisfaction surveys and trust they provide…

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Self-Service and Good User Experience: Not a “Field of Dreams”

self-service

72% of companies say improving customer experience is their top priority, and modernizing self-service is a top strategy. To understand why self-service is so important and how to improve it, you need to envision it from the user’s perspective. Take Yourself Back a Few Years… You’ve just graduated college. You have a mountain of student…

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What’s Answer Management, and Why Should I Care?

library

Knowledge Management Pitfalls The shortcomings of Knowledge Management are key to Answer Management. Knowledge Management has been an enterprise pursuit for two decades. Its goal is to create a process for “capturing, distributing, and effectively using knowledge.”  The benefits are huge. It creates an asset of preserved intellectual capital with the potential to improve business…

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Enterprise Chatbots: What We Know, and How We’ll Act

enterprise chatbots user experience

Enterprise chatbots are coming. There will be winners and losers among adopters. Some will be suckered into half-functioning products that harm their IT brands, but not us. We understand artificial intelligence, and what today’s capabilities are. We’ll get there, but timing is everything. There are two important distinctions in how chatbots are approached… Retrieval-based vs.…

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