The value self-service is dependent on end user adoption. This is a case where success breeds more success and delivers exponential value. However there are many factors that determine the degree and rate of end-user adoption.
Tific’s application of predictive analytics plays a big role in providing foundation to build a successful self-service program. When a user is seeking self-help, Tific presents support content that is only relevant to their client-side environment (hardware, operating system, installed applications, etc.) and in the context of their specific problem. This greatly simplifies the amount of content the end-user has to deal with and narrows the scope (akin to how Google ranks content for search results). Reducing unnecessary information by ensuring that all information is relevant is the cornerstone to improving the success rate of self-service.
Tific provides a self-help template based on the Tific Style Guide that delivers information to the end user in a form that is always consistent and designed to guide the end-user through the problem diagnosis and resolution process step-by-step.
A typical self-service scenario looks like this:
The Tific client takes proactive action by notifying the user that a problem exists. Tific will prompt the user to either have it fixed automatically (self-healing) or to manually address the problem through a step-by-step process (utilizing a Tific self-help wizard). Additionally, the end user can use the Tific client to search for automations to assist with an immediate problem or a “how to” task (i.e. configure a new default printer, backup my computer, etc.). Tific continuously monitors the users’ behavior and system configuration to enable them to quickly locate relevant answers, shortening navigation time and frustration.