Self Service isn’t “nice to have”, it is an expectation

At the HDI 2015 Conference & Expo in Las Vegas, we experience, both from participants and the conference program in general, that there is a heavy focus on knowledge, KCS, integrations and beyond IT (HR, Marketing, Finance and so on.).

It has become obvious that the description ”customer” has replaced the previous word ”user” for IT and service desks. That also explains why “easy to use” is crucial for all tools at the conference, emphasizing the actual customers using the tools.

We are very excited to be participating at the HDI 25th Annual World Conference and Expo in Las Vegas. More than 2,400 elite professionals are getting together for the most comprehensive training conference in the Technical service and support industry. This is where the users are customers, and where we let people know that the support team are the heroes.

Magnus Holmqvist, Rob Matheson, Björn Björkman in the ComAround booth

Many people we meet talk about the need to understand what role the service desk has within the organization, and the value they create. Or if you put it the ComAround way – they are the heroes!

ComAround Zero™ – or how to make it work

Having a Knowledge Base in an ITSM platform doesn’t seem to be enough for companies. They need additional tools to really make it work- to bring the resolution rate up and make the customers satisfied. We hear visitors say that many of the KB solutions are giving customers a hard time, especially finding the right content due to poor search and navigation functions. That is something we can proudly claim that ComAround Zero™ doesn’t have any issues with.

– That’s probably why we notice a real interest from ITSM vendors to collaborate with ComAround in order to create ”added value” for customers, says Sebastian Teeling from the ComAround team.

Self Service and KCS – making knowledge fun

Brandon Caudle talking about “Self Service and other Customer Support Myths”

KCS has a strong influence and customers are excited that we are KCS focused and that we are implementing more features tied to KCS. When showing one of our US customers some of the new features, she said ”That is great, this will make content creation motivating and fun for the writers”.

The response from the people we talk to is that ComAround offers a smart and intelligent knowledge solution, not really seen before.

– We’ve met several people from the HDI 2014 conference, who are happy that we are back, says Magnus Holmqvist at ComAround, who also participated last year.

The 2015 conclusion

Just like last year, we love the vibe, the mood, the energy, the fun and all the engaging people at the expo. We are happy for the collaboration with our partner Specops , which has further strengthened our position on the North American market. A great team with a great product!

Heléne Källgården, Marketing & Events, ComAround

Related links:

ComAround employee is the 15th certified KCS Trainer in the world

Success for ComAround’s KCS Verified Knowledge tool at the HDI Conference & Expo

Whitepaper: Using KCS principles to improve Self Service

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