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

@freshserviceapp

@msnarain

Questions?

msnarain@freshdesk.com