The Habit Zone

Making IT Self-Service a Reflex, Not a Chore

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…

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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…

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Curse of Knowledge

Self-Service and the 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…

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Self-Service Hack

Improve Self-Service Adoption with this Simple 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…

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

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…

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IT Survey

Scientology, Psychology, and… Customer Satisfaction Surveys?

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?…

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

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…

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

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…

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enterprise chatbots user experience

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

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…

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Kaleo ServiceNow Integration

Kaleo Changes the Very Nature of IT Self-Help

Machine learning extracts questions and answers from closed tickets and knowledge repositories in ServiceNow Kaleo Software today announced the immediate availability of Kaleo for IT, fully integrated into ServiceNow. By automatically discovering question trends hidden in closed tickets and matching…

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