Maximising Self-Service Adoption

Upcoming Maximising Self-Service Adoption Courses


14 June 2019 – Virtual            28 October 2019 – London

This course is also available as an in-house workshop

Price: £555 (non-members) / £499.50 (members)

According to our Report ‘A View from the Front Line’, in a massive 73% of service desks saw a greater focus on the adoption of self-service, whilst 61% struggle with end-user adoption.

With that in mind, Service Desk Institute have developed a one-day workshop in which we aim to help you devise strategies which aid the adoption of self-service and configure ways to communicate them to your team and customers.

What is this workshop about?

This is a one day workshop focusing on maximising the adoption of customer self-service with an emphasis on the customer experience.

Who will benefit?

This workshop is suitable for managers, team leaders or individuals responsible for the customer experience, increasing efficiency and improving the return on investment from implanting self-service and self-help tools.

What will you learn?

  • Case studies of successful self-service adoption
  • Planning documents
  • Analysis exercises to aid planning
  • Advice and guidance from an experienced service and support practitioner

After the workshop you will be able to;

  • Explain the business strategy for self-service
  • Identify objectives, critical success factors and KPIs for the channel
  • Identify and integrate with existing processes
  • Analyse customer behaviours and gain commitment
  • Develop and use case scenarios to improve the customer experience
  • Develop a customer focussed knowledge management process
  • Establish standards for quality assurance
  • Develop a marketing and communications plan
  • Ensure a continual service improvement focus

During the workshop you will learn about these key factors;

The Strategy for Self-Service – understand the purpose and objectives of self-service and the business value it needs to deliver.

Measures of Success – consider the critical success factors, targets and KPIs that underpin the strategy.

Process integration – understand the relationship between self-service and service management processes to ensure they are efficient, effective and seamless.

Customer Engagement – explore the importance of adopting an outside-in approach to designing or improving self-service by analysing current usage and engaging with customers.

Engagement Methodologies – identify and review the options available for finding out what is really important to your customers

Defining the customer experience – explore use case scenarios to define the experience for different types of customer

Marketing – consider marketing opportunities and develop a marketing plan for promoting self-service aligned with the customer experience

Communications – develop a communications plan aligned to your marketing strategy

Knowledge Management – review the principals of knowledge management best practice and the importance of customer centric knowledge for self-help

Continual Service Improvement – identify quality assurance activities and using ongoing feedback to sustain effort and develop a roadmap for the future



Download Self-Service Leaflet      Maximising-self-service-brochure







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