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OF ALL SERVICE DESK CONTACT VOLUME, AS MUCH AS 40 PERCENT COULD BE SOLVED
THROUGH IT SELF SERVICE, BUT ONLY 5 PERCENT OF ISSUES ACTUALLY ARE SOLVED
BY IT SELF SERVICE.
ANNUAL LOSS
$250000*
WHY ARE THERE NO TAKERS FOR SELF SERVICE?
SELF-SERVICE ADOPTION
The Ultimate Acid Test For Any IT Organisation
NARAIN MURALIDHARAN
FRESHDESK INC.
@msnarain
THINK OF THE SELF-SERVICE PORTAL AS A
PRODUCT
PRODUCT
CHALLENGES
PRODUCT MARKET FIT
ADOPTION
ENGAGEMENT
SELF-SERVICE
CHALLENGES
VALIDATION
PORTAL USAGE
RECURRING USERS
GROWTH
HACKING
ACQUISITION
ACTIVATION
RETENTION
REFERRAL
REVENUE
GROWTH HACKING in the service desk
Is the employee aware of the self-service
portal?
Has the employee used the portal at least
once?
Is the employee coming back to the portal?
Is the employee recommending the portal to
colleagues?
Employee NPS
ACQUISITION
ACTIVATION
RETENTION
REFERRAL
REVENUE
WELL-DESIGNED PRODUCT
BUILD FOR YOUR GRANDMA
HACK USER BEHAVIOUR
ACCESSIBLE ANYWHERE AND
EVERYWHERE
Does your tech match end-
user's consumer-esque
expectations?
PUT
YOUR
MARKETING
HATS
ON
LAUNCH
Word of mouth
Internal newsletter
Intranet
Posters
Contests
Early adopters’ testimonials
Acquire users? Grow engagement? Refer colleagues?
WHAT’S YOUR GOAL?
MEASURE
MEASURE
Which pages do your employees visit the most?
What is the most-searched keyword in the KB?
What is the most-searched for asset in the service request catalog?
What is the user journey like?
How do people access the self-service portal?
CASE
STUDY Geo: UK
Industry: Advertising
No. of employees: 2000+
CASE
STUDY
PROBLEM
The IT team was understaffed and overloaded, working long hours with
little opportunity to perform more strategic work.
SOLUTION INITIALLY PROPOSED
Increase the team size by hiring
THE FRESHSERVICE SOLUTION
Growth hack self service
CASE
STUDY
CASE
STUDY
A WELL-DESIGNED
SELF-SERVICE
PORTAL
CASE
STUDY
KNOWLEDGEBASE
AT THE RIGHT PLACE
AT THE RIGHT TIME
CASE
STUDY
ACCESS IN
EVERYBODY’S
PALMS
CASE
STUDY
Advertise quicker solution
Advertise longer wait times for tickets raised
INCENTIVISE USERS
TO USE SELF
SERVICE
CASE
STUDY
RESULT
TIPS
Beta test
Roll out in phases
Design for your grandma
Content is king
Keep it simple
Continuously iterate
THINK LIKE A DIGITAL MARKETER
User experience
Speak your users’ language
Know the right metrics
Get the right tools
Who are we?
Freshdesk Inc. is the leading provider of cloud-based customer engagement software.
Our mission:
To provide software for businesses of all sizes and make it refreshingly easy for them to
engage with customers.
Our products:
Locations:
San Francisco, Chennai, London, Sydney, Berlin
About Freshdesk
About Freshdesk
