UX

Service Portal KPI’s You Should be Tracking… But Probably Aren’t

A little over a month ago we published our third Service Portal eBook – The New UX Strategy: A Data-Driven Model to Maximize Your Service Portal Experience. Along with our Anatomy of a 5-Star Portal and our Service Portal LookBook, this new eBook is your insight into creating and optimizing modern Portals.

A modern Service Portal needs to be compelling in design, reflecting the company’s branding while using images that resonate with associates. It needs to be technically sound, with rigorous user testing to overcome any failures in functionality. But more than anything, it needs to have the right information in the right places.

As the adage goes, you only have one chance to make a first impression – and that holds true for your Service Portal. If you want to drive users to adopt your new platform, you need to get it right. And to know whether or not your Portal is doing what it’s supposed to, you need data.

Measuring the Effects of UX

Before we jump into an overview of a few basic Portal KPI’s it’s important to keep in mind that you’re creating your Service Portal with a specific audience and goal in mind, so of course, these KPI’s can be flexed to fit your own business needs.

For example, you might want your employees to access and sign onboarding content… or you might want customers to log and resolve minor delivery issues on their own. As a result, the Portal you’re designing and therefore the KPI’s you’re tracking, should make sense and measure your desired business goals.

Without further ado, here are 3 KPI’s you should be tracking, as outlined in our UX Strategy eBook. To explore additional KPI’s as well as strategies to optimize your Portal ROI, download the complete eBook here.

KPI’s You Should Be Tracking

Service Desk Ticket or Call Volume

Often, the goal of a Service Portal is to consolidate resources into one, easy to browse location, which means that employees and customers are better able to serve themselves. Which in turn, means that your Service Desk is hopefully receiving fewer tickets and calls, and the requests they do receive are of higher priority.

But what exactly is “self-service”?

Self-service is the ability of a service customer (whether they are business customers or your company’s employees) to resolve their issues without having to call or contact support. Self-service solutions are often simple FAQ pages, knowledge base articles, and even humanlike chat sessions.

Forrester research indicates that 72% of customers prefer using self-service to resolve their support issues, as compared to picking up the phone or sending an email, yet many organizations still aren’t getting self-service right.

As you begin to build your Service Portal, continue to monitor and rigorously evaluate your Service Desk ticket or call volume, to better understand your Portal needs.

Knowledge Article Use

Along the same lines, if the goal of your Service Portal is to enable users to help themselves, then you should be tracking the use of your knowledge base. This can include articles read (which ones and how often), articles marked as useful or bookmarked to revisit later, or time spent searching

The best part about this KPI? Knowledge article use can be tracked Out of the Box (OOB) in ServiceNow, saving you the time and money of bulky and hard to maintain customizations.

Resource Burdens

Because of Service Portals inherent self-service qualities, you will notice a steep decline in your resource burdens.

Picture this: People showing up in your office or calling you on the phone in need of tech support. IT staff handling requests in no particular order. And a multitude of email chains that make it impossible to figure out who has done what, and when.

Now replace that terrifying reality with this one: a service management system that enables you to offer IT support in an orderly way: Requests come in (online, never from someone yelling across the office), they’re categorized and prioritized, then assigned to available staff, and tracked in a single system. You can even make some tasks self-service.

That’s the power of Service Portal.

Continue Reading