Discover the game-changing impact of Generative AI<\/strong> on customer service in this power-packed webinar.<\/p> Here\u2019s what you need to know about the session -<\/p> Agenda -<\/strong><\/u><\/p> \u00a0<\/p> What areas we will delve into -<\/u><\/strong><\/p> \u00a0<\/p> Date - Aug 8, 2023<\/strong><\/p> Time - 9:00 AM PST | 9:30 PM IST<\/strong><\/p> Hello Everyone!<\/strong><\/p> Discover the game-changing impact of Generative AI<\/strong> on customer service in this power-packed webinar.<\/p> Here\u2019s what you need to know about the session -<\/p> Agenda -<\/strong><\/u><\/p> \u00a0<\/p> What areas we will delve into -<\/u><\/strong><\/p> \u00a0<\/p> Best Practices in IT and Enterprise Service Management \u00a0<\/p> We\u2019re about to start on our deployment of FreshService and in particular the Service Catalog functionality through the user portal and I\u2019d love to hear any interesting stories from deployments or unique customisations you applied to your environments to better serve your users and make it a compelling destination for them to use and self serve. For that matter, any pitfalls that caused frustrations or blockers to adoption so we can learn from those too!\u00a0<\/p> \u00a0<\/p> Thanks in advance,<\/p> \u00a0<\/p> Paul<\/p>","url":"\/employee-self-service-strategies-11372\/great-user-portal-examples-32528?postid=81031#post81031","creationDate":"2023-08-01T14:21:58+0000","relativeCreationDate":"2 days ago"},"isTopicUnread":true,"privateId":18911,"id":32528,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11372,"isIdeation":false,"url":"\/employee-self-service-strategies-11372","title":"Employee Self-Service Strategies","description":"Best Practices in IT and Enterprise Service Management"},"url":"\/employee-self-service-strategies-11372\/great-user-portal-examples-32528","title":"Great User Portal Examples","lastPost":{"id":81077,"author":{"id":46341,"url":"\/members\/paulroberts89-46341","name":"paulroberts89","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/248ba6a7-e8e2-44af-ba3a-b623efe20739.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Hi Matt,<\/p> \u00a0<\/p> Will do<\/p> \u00a0<\/p> Paul<\/p>","url":"\/employee-self-service-strategies-11372\/great-user-portal-examples-32528?postid=81077#post81077","creationDate":"2023-08-02T08:29:07+0000","relativeCreationDate":"1 day ago"},"lastReply":{"id":81077,"author":{"id":46341,"url":"\/members\/paulroberts89-46341","name":"paulroberts89","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/248ba6a7-e8e2-44af-ba3a-b623efe20739.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Hi Matt,<\/p> \u00a0<\/p> Will do<\/p> \u00a0<\/p> Paul<\/p>","url":"\/employee-self-service-strategies-11372\/great-user-portal-examples-32528?postid=81077#post81077","creationDate":"2023-08-02T08:29:07+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":1,"relevantPost":{"id":81031,"author":{"id":46341,"url":"\/members\/paulroberts89-46341","name":"paulroberts89","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/248ba6a7-e8e2-44af-ba3a-b623efe20739.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Hi,\u00a0<\/p> \u00a0<\/p> We\u2019re about to start on our deployment of FreshService and in particular the Service Catalog functionality through the user portal and I\u2019d love to hear any interesting stories from deployments or unique customisations you applied to your environments to better serve your users and make it a compelling destination for them to use and self serve. For that matter, any pitfalls that caused frustrations or blockers to adoption so we can learn from those too!\u00a0<\/p> \u00a0<\/p> Thanks in advance,<\/p> \u00a0<\/p> Paul<\/p>","url":"\/employee-self-service-strategies-11372\/great-user-portal-examples-32528?postid=81031#post81031","creationDate":"2023-08-01T14:21:58+0000","relativeCreationDate":"2 days ago"},"numberOfViews":15,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/best-practices-in-it-esm-11323","categoryId":11323,"title":"Best Practices in IT\/ESM","metaRobots":"index, follow","type":0},"lastPostId":"81077"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"d0d109045a3380fc3a13da09a173e87271611ee8","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Currently our uptake for the portal is low, but want to encourage this in an effective way!<\/p> Thanks<\/p>","url":"\/employee-self-service-strategies-11372\/encouraging-self-service-32523?postid=81025#post81025","creationDate":"2023-08-01T12:52:02+0000","relativeCreationDate":"2 days ago"},"isTopicUnread":true,"privateId":18910,"id":32523,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11372,"isIdeation":false,"url":"\/employee-self-service-strategies-11372","title":"Employee Self-Service Strategies","description":"Best Practices in IT and Enterprise Service Management"},"url":"\/employee-self-service-strategies-11372\/encouraging-self-service-32523","title":"Encouraging Self Service","lastPost":{"id":81030,"author":{"id":46341,"url":"\/members\/paulroberts89-46341","name":"paulroberts89","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/248ba6a7-e8e2-44af-ba3a-b623efe20739.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Hi Matt,<\/p> Personally, make the portal a compelling alternative for users - automation workflows so that a ticket isn\u2019t even required and they get immediate feedback is a great selling point vs a drawn out interaction with potentially multiple hops through support queues.\u00a0<\/p> Have you done any user testing on users who are emailing to understand why they are choosing to email rather than try the portal to see if there are any pain points you\u2019ve not considered?\u00a0<\/p>","url":"\/employee-self-service-strategies-11372\/encouraging-self-service-32523?postid=81030#post81030","creationDate":"2023-08-01T14:14:26+0000","relativeCreationDate":"2 days ago"},"lastReply":{"id":81030,"author":{"id":46341,"url":"\/members\/paulroberts89-46341","name":"paulroberts89","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/248ba6a7-e8e2-44af-ba3a-b623efe20739.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Hi Matt,<\/p> Personally, make the portal a compelling alternative for users - automation workflows so that a ticket isn\u2019t even required and they get immediate feedback is a great selling point vs a drawn out interaction with potentially multiple hops through support queues.\u00a0<\/p> Have you done any user testing on users who are emailing to understand why they are choosing to email rather than try the portal to see if there are any pain points you\u2019ve not considered?\u00a0<\/p>","url":"\/employee-self-service-strategies-11372\/encouraging-self-service-32523?postid=81030#post81030","creationDate":"2023-08-01T14:14:26+0000","relativeCreationDate":"2 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":81025,"author":{"id":41776,"url":"\/members\/mattpaynerj-41776","name":"mattpayneRJ","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":" Hi everyone.<\/p> Currently our uptake for the portal is low, but want to encourage this in an effective way!<\/p> Thanks<\/p>","url":"\/employee-self-service-strategies-11372\/encouraging-self-service-32523?postid=81025#post81025","creationDate":"2023-08-01T12:52:02+0000","relativeCreationDate":"2 days ago"},"numberOfViews":7,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/best-practices-in-it-esm-11323","categoryId":11323,"title":"Best Practices in IT\/ESM","metaRobots":"index, follow","type":0},"lastPostId":"81030"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"d0d109045a3380fc3a13da09a173e87271611ee8","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
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Generative AI\u2019s impact on customer service and support<\/p> Quick demo on leveraging AI for enhanced customer service functions<\/p> Q&A session<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section> Understand how Generative AI is transforming customer service<\/p> Discover how AI enhances self-service and delivers quick resolutions, freeing up agent time<\/p> Explore Freshworks' newly launched Freddy AI, powered by Generative AI, for automating repetitive tasks and maximising productivity<\/p>\u00a0 Learn how Freddy AI enables proactive issue identification and timely decision-making for business\u00a0growth<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section>![\"\ud83d\udc49\ud83c\udffd\"](\"https:\/\/cdn.jsdelivr.net\/emojione\/assets\/png\/1f449-1f3fd.png?v=2.2.7\"\/ "\\":point_right_tone3:\\"")
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I am looking for some advise on how you have managed to encourage users to move away from emails and to go to the IT Portal to use solution articles and raise tickets from the portal.<\/p>
I am looking for some advise on how you have managed to encourage users to move away from emails and to go to the IT Portal to use solution articles and raise tickets from the portal.<\/p>Badge winners
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