Blog
Solve Client Issues 1 Day Faster
Searching for information consumes 19 percent of your client support team’s work week, according to the McKinsey Global Institute’s “The social economy: Unlocking value and productivity through social technologies.” That’s 7.6 hours of a 40-hour work week. How much faster…
Why Wikis Don’t Cut it Anymore
Challenges of KCS Knowledge-centered support (KCS) has been around since 1992. It can help you resolve incidents faster, optimize your resources, and enable a real self-service strategy. It’s a good idea. Every support organization is being asked to grow at…
Webinar – New Hires Useful Day 1!
See the webinar below: 28:35 72% of companies say improving customer experience is their top priority, and modernizing self-service is a top strategy. To understand why self-service is so important and how to improve it, you need to envision it…
Making IT Self-Service a Reflex, Not a Chore
IT Self-Service Should be a Reflex The goal of your IT self-service efforts should be to make something habitual and top of mind. Any time an employee has a question, their immediate reflex should be to go to your portal…
How to Automate Knowledge-Centered Support and Triple the Benefits
Challenges of KCS Knowledge-centered support (KCS) has been around since 1992. It can help you resolve incidents faster, optimize your resources, and enable a real self-service strategy. It’s a good idea. Every support organization is being asked to grow at…
Self-Service and the Curse of Knowledge
Tourist Problems An American couple sits at a Paris café to order lunch. The salad looks good, so they order that…but then something happens. “Oh, and we’d like some ranch dressing please.” The waiter looks at them confused. They…
Improve Self-Service Adoption with this Simple Hack
Employees don’t like using self-service. They pick up the phone and call for help instead. But what if you’re rolling out new software, and can’t afford for everyone to constantly be calling support? You’ve spent a lot of money training…
How a Stanford Ph.D. Would Approach Self-Service
Are your people using self-service as much as you’d like them to? Probably not. Instead, they’re opening trouble tickets, waiting around for answers, and not getting any work done. This isn’t good for anyone. It’s expensive for you, and your…
Scientology, Psychology, and… Customer Satisfaction Surveys?
Disclaimer: The examples used in this piece are intended to lend clarity to the topic. Kaleo does not have an opinion on the Church of Scientology. Your Assumptions Could Be Wrong Do you know your customers? Are they happy?…
Self-Service and Good User Experience: Not a “Field of Dreams”
72% of companies say improving customer experience is their top priority, and modernizing self-service is a top strategy. To understand why self-service is so important and how to improve it, you need to envision it from the user’s perspective. Take…