Driving People to Use Self Service

[will.good]

Hi all,

We are looking to drive more of our customer base to use Self Service instead of telephony / email to contact us. Currently, about 25% of our contacts are through SS.

All of our internal customers have access to our Employee Portal.

As much as I would (really) love to, we cannot turn off email / telephony for a number of reasons, mainly because we deal with a lot of Sensitive/HR stuff that is best over the phone and also our Pre Hire employees don't get access to Hornbill until their hire date has passed (something we are working on changing)

 

Does anyone have any top tips from when they have shifted people over? What's worked/ what hasn't and the impact this has had on your teams? We have been live with Hornbill for just over 2 years now and whilst we have seen a natural uptake of portal usage, we are looking to really push this in 2024!

[Patrick Bolger]

Hi Will - This session I delivered on BrightTalk might be of some use - https://www.brighttalk.com/webcast/9795/587876?utm_source=brighttalk-portal&utm_medium=web&utm_campaign=topic&utm_content=on-demand

Hope it gives you one or two pointers.

[will.good]

@Patrick BolgerThank you - I'll take a look!