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An Employee Self-Service Strategy for Evolving Workforce Realities

By Mandy Reed, Global Head of Marketing

Raise your hand if you are working from home for the first time in your current role.

I’m guessing a lot of hands are up, and along with those raised hands have come lots of fresh challenges for companies struggling to support the new reality of a remote workforce. Digital strategies are evolving as organisations address the immediate needs of their employees and also look to the possibility of a more permanent switch to remote work. Twitter was in the news this week when they notified employees that they could continue working from home even when offices begin re-opening. It’s likely that other companies will offer employees similar options to continue to work from home on a full or part-time basis long after stay-at-home orders are lifted.

Whether your workforce is home-based, office-based or a combination of the two, having the right digital tools in place allows you to not only provide essential support for employees but also improve productivity and efficiency. Just as customers are increasingly adopting self-service channels, employees are also increasingly open to using self-help options. In particular, AI-enhanced virtual agents and chatbots empower employees to self-serve when and where they need help, reducing support costs while at the same time improving the employee experience.

The flexibility of this conversational AI technology lends itself to a wide range of successful employee support use cases across areas such as IT Service Management (ITSM), human resources (HR) and staff training. Depending on the size of your workforce and nature of your business, it’s likely that your company could benefit from implementing self-service options in multiple areas.

When it comes to creating a successful employee self-service strategy, there’s no one-size-fits-all approach. The brand new guide Creating a 20/20 Vision for Your Employee Self-Service Strategy will help you get started on your unique strategy with:

  • Three steps for creating and implementing a customised digital self-service strategy
  • Successful use cases for employee-facing virtual agents and chatbots
  • Questions to ask when selecting self-service technologies
  • Advantages to starting with a proof of concept (POC)

There are lots of benefits to improving your employee experience, from increased staff retention to the knock-on effect on your customer experience. Whether your workforce ends up adopting a permanent work-from-home option or everyone returns to your office or place of business, having the right digital tools in place to support them is a necessity. Download this employee self-service guide for insights on how to make your vision a reality.