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Leverage these 6 features of your ITSM tool to improve employee experience

With a paradigm shift to hybrid work practices and remote working, some critical questions arise. Firstly, how can organizations optimize employee engagement by using service management technology and principles? Secondly, how to digitize processes and assets? Thirdly, and most importantly, how to keep operations running in a world where the ‘work-from-anywhere’ workforce model is prevalent?


According to a study conducted by Harvard Business Review Analytics Services, 82% of executives say that employees’ happiness at work is impacted by how well the workplace technology performs. This shows the importance of having a good ITSM tool to enhance employee experience.


It is evident that companies need to focus on right-sizing IT service management, by leveraging robust automation, self-service, chatbots, multichannel support, and more, on an integrated platform to deliver a delightful employee experience from day one. Freshservice is an ITSM solution like no other that enables a delightful employee experience within an organization for seamless digital transformation using a no-code platform that is rapidly deployed.


Here are 6 ways in which an ITSM tool can enhance employee experience:


1: Employee Onboarding


A delightful employee experience begins from the onboarding stage. How does Freshservice make employee onboarding seamless? HR executives can collaborate with the IT team to create role-specific onboarding kits, include key stakeholders, and raise onboarding requests easily from a self-service portal to track progress. New hires experience a smooth onboarding process starting from day one, even in a digital workplace.

What’s more, employee essentials like ID cards, laptops, and workplace accessories can be listed within an organized service catalog. Whether it is requested on behalf of the new employee or the employee places a request, the service catalog can be designed for new employees to have everything they need to gear up for their new position.


Multiple key stakeholders, such as the Reporting manager, HR manager, and IT manager can all be added to the portal as part of the approval process. In case of bulk onboarding, HR teams can upload employee information into the portal and onboarding forms can be sent to respective managers and employees.


2: Self-service portal


One way to make IT requests convenient and seamless for employees is to enable a self-service portal. Employees across various teams within the organization can help themselves anytime and anywhere by raising a ticket. Moreover, the portal enables requesters to track the progress of tickets.


Setting up a self-service for requests ensures that there is a neat and organized catalog of available services so that employees are able to effortlessly request a service. The self-service portal in Freshservice can be set up in a way that is user-friendly and customizable according to a company’s brand policies.

Self-service is a great way to enable IT agents to save time that is usually spent doing mundane tasks and empower all employees in an organization to help themselves by raising a ticket on their own.


3. Service Catalogue



When businesses list all services offered to end-users in the form of a catalog, it forms a ‘service catalog’. The ideal service catalog is built according to the requirements of end-users and it is a transparent system to let them know what services are available to them. The UI needs to be intuitive and approval requests should be automated for ease.


The service catalog in Freshservice ensures that employees do not have to fill out lengthy forms and the sections are designed to save time and be as user-friendly as possible. Whether they require access to tools such as MS Office or a tangible item like a laptop, the employee can find it in the service catalog.

Ultimately, a neat and organized service catalog eliminates ambiguities and grey areas for end-users. It clearly shows them the services they’re eligible for with an easy way to raise requests.


4. Knowledge Base


A comprehensive knowledge base with solutions to incidents and problems can be beneficial to employees. Employees can find answers to their problems/questions by searching within the knowledge base. They don’t have to wait for a technician to respond and can instantaneously resolve queries.

Freshservice’s knowledge base is particularly helpful with its auto-suggest/smart-suggest feature. This proactively provides solutions before a ticket can be raised.

Moreover, Freshservice ensures that the impact of issues is minimized by finding temporary workarounds until more permanent solutions (and root cause) are found.


5. Multichannel support


While more organizations are moving towards WFH (Work from Home) and WFA (Work from Anywhere) workforce models, customer-grade IT service management becomes essential. The key is to have a no-code, unified service platform that enables collaboration in the most user-friendly manner possible. This means, multi-channel integration and support.

When support is available on channels like chat, phone, email, and virtual agent, it makes remote working easier. Moreover, Freshservice can be integrated with collaboration tools such as Slack and Microsoft Teams.

6. AI powered chatbots


AI is the future of IT service management. With self-service portals gaining prominence in various industries, we cannot underestimate the power of chatbots. Not only can it save money, but it can also save time and make day-to-day work simpler for employees. Chatbots mimic human conversations. They engage in real-time-human-like conversations powered by Artificial intelligence (AI), Machine learning (ML), and Natural language processing (NLP) technologies to make everyday jobs easier and more efficient. Since chatbots are powered by AI and require minimal human involvement, there is lesser room for error.



Freshservice virtual agent is pre-trained on the most common IT service management (ITSM) and Enterprise service management (ESM) use cases using our AI-powered platform – Freddy. Employees can get instant response and resolution to their IT issues, while agents save more time and can focus on resolving complex and high-value issues.

According to 2022 Key Issues by the Hackett Group, 61% of companies have enterprise digital transformation on their agenda. So, while making this transformation, companies need to ensure that they don’t overspend their IT budget.

When choosing an ITSM tool, it is important to pick a tool that aligns with the needs of the organization, fits the budget, and is user-friendly. Do you agree? If so, get ready to right-size your IT service management with an intuitive and fast-time-to-value solution. Try Freshservice for free for 21 days for a delightful employee experience.

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Texting is one of the most used forms of communication. In the United States alone, 5.5 billion text messages are sent daily. So maybe it’s not so much of a surprise that your customers want to be able to text your business when they need support. Few things are more frustrating than when you’re trying to solve a problem and just end up sitting on hold. And texting offers an alternative for you and your customers. If your business doesn’t already offer texting support, then here are the nine reasons you should.. 1. Customers spend a lot of time on their phones People in the U.S. spend an average of 3 hours and 10 minutes on their cell phones each day. Mobile commerce, or purchases made on mobile devices, is expected to account for 45 percent of the total market in the U.S. by the end of 2020, according to Business Insider . Besides people using their phones for more than personal communication and shopping, they are also working from their phones. All of this points to the fact that your customers are already spending more time on mobile than anywhere else. And nothing is more accessible to a mobile user than texting. So it is high time that your business starts texting your existing support. Meet your customers where they are. 2. Your customers prefer texting Now that we know customers are already on their phones, but does that also mean they want to text businesses? Yes. Customers want to be able to text your support team simply because they prefer texting over long-winded support calls. Reportedly, 52 percent of customers prefer texting over other support communication channels. Another reason why texting should be preferred is that it has a 98 percent open rate . That means your customers will read your message nearly every time, which only makes it easier for you to resolve all of your customers’ support questions. If you meet your customers where they want to talk they’ll view your business more favorably too. Research shows that 65 percent of consumers feel positive toward businesses that they have the option to message. 3. Speed The average response time for texting is just 90 seconds. On top of that, 95 percent of texts are read within the first three minutes of being received. This is way quicker than your average email response time and thus will make your customer feel valued. Part of what can help to speed this process up is a good texting platform that your customer support team can work with. Such a platform can host all of the support messages, where they can see, respond to, or share messages. Some texting platforms like Textline can even integrate with your favorite customer support tools like Freshdesk and Slack. These integrations make responding and managing customer support requests easier. Another reason why texting is simply better when it comes to speed is that texts are inherently short. You’re limited to 160 characters and so are your customers. Realistically, there’s only so much one can squeeze into one text that naturally forces the sender to keep the message simple and clear. 4. Reduced active wait Customers don’t like waiting. Nearly 60 percent of customers said they would hang up if put on hold for more than a minute. Texting eliminates that hold time and gives your customers more of their day back. The beauty of texting is that it’s quick, convenient, and doesn’t interrupt your customer’s day. Texting also comes with built-in expectations around timing and the natural flow of conversations. While responses are expected, there’s an understanding that it may take a bit of time. This differs from live chat, which expects near-instant replies. With texting, even if you think there might be a wait for getting your customers some help, you can use a simple text to let your customers know that you are working on an answer but it might take a bit of time. This will help them to continue with their day without sitting by the phone waiting. Let’s look at the following example of one such situation.

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