1.
Perfect Your Self Service
Sumit R. De
Head of Consultancy TOPdesk UK

2.
“By 2020, customers will manage 85% of their
relationships without ever interacting with a human.” - Gartner

3.
WHY?
TIME & COST
CUSTOMER FOCUSED EXPERIENCE
TRANSPARENCY
SHARED SERVICES

4.
Who
Am I?
Let me
get to
know
you
The
Customer
Journey
Did
anyone tell
the
customer?

5.
Who Am I?
• What’s the current AND
future situation?
• Is everyone on the same
page?
• Can we support everything
we want to provide?
• Do the services support our
vision and goals?
Who Am I?Who Am I? Let me get to
know you
Let me get to
know you
The Customer
Journey
The Customer
Journey
Did anyone tell
the customer?
Did anyone tell
the customer?

6.
• Self Service Portal
as an online service
catalogue
• Overview and
explanation of
supplied services
• FAQ’s, manuals and
user knowledge
articles
Who Am I?Who Am I? Let me get to
know you
Let me get to
know you
The Customer
Journey
The Customer
Journey
Did anyone tell
the customer?
Did anyone tell
the customer?

7.
Who Am I?Who Am I? Let me get to
know you
Let me get to
know you
The Customer
Journey
The Customer
Journey
Did anyone tell
the customer?
Did anyone tell
the customer?

8.
Let me get to know you
Who Am I?Who Am I? Let me get to
know you
Let me get to
know you
The Customer
Journey
The Customer
Journey
Did anyone tell
the customer?
Did anyone tell
the customer?

9.
• Create User Groups
• Build Personas
• Speak their language
Who Am I?Who Am I? Let me get to
know you
Let me get to
know you
The Customer
Journey
The Customer
Journey
Did anyone tell
the customer?
Did anyone tell
the customer?

10.
Who Am I?Who Am I? Let me get to
know you
Let me get to
know you
The Customer
Journey
The Customer
Journey
Did anyone tell
the customer?
Did anyone tell
the customer?

11.
The User Journey • Difficult to
navigate
• Too much
technical
Jargon
• Customers
feel
alienated
Who Am I?Who Am I? Let me get to
know you
Let me get to
know you
The Customer
Journey
The Customer
Journey
Did anyone tell
the customer?
Did anyone tell
the customer?

12.
Traditional Service Orientated
Who Am I?Who Am I? Let me get to
know you
Let me get to
know you
The Customer
Journey
The Customer
Journey
Did anyone tell
the customer?
Did anyone tell
the customer?

13.
Who Am I?Who Am I? Let me get to
know you
Let me get to
know you
The Customer
Journey
The Customer
Journey
Did anyone tell
the customer?
Did anyone tell
the customer?

14.
Did anyone tell the customer?
Who Am I?Who Am I? Let me get to
know you
Let me get to
know you
The Customer
Journey
The Customer
Journey
Did anyone tell
the customer?
Did anyone tell
the customer?

15.
• Multiple awareness
campaigns
• User workshops
• Customer Champions
• Communicate
feedback and
successes
Who Am I?Who Am I? Let me get to
know you
Let me get to
know you
The Customer
Journey
The Customer
Journey
Did anyone tell
the customer?
Did anyone tell
the customer?

16.
• Over 7000 requests handled
in the first 4 months
• Self Service tool takes
majority of service requests
• Positive feedback received
from across the British
Library
• Now around 68%
of calls come in
via the self-
service portal
0%
10%
20%
30%
40%
50%
60%
70%
eMail Telephone Verbal Self Service
Old HelpDesk TOPdesk first 4 months
TOPdesk after 13 months TOPdesk after 26 months
Measuring success…
Someoftheachievements sinceimplementation

17.
Who Am I?
Let me get
to know
you
The
Customer
Journey
Did anyone
tell the
customer?
Who Am I?
Let me get
to know
you
The
Customer
Journey
Did anyone
tell the
customer?
1. Take time to identify and
define your services
2. Get to know your
customer personas
3. Design your portal with
the customer in mind
4. Tell everybody you can
about what’s coming

18.
Perfect Your Self Service
Sumit R. De
Head of Consultancy TOPdesk UK

19.
QUESTIONS?

20.
Programma