In today’s work culture, employees expect a level of service that provides them with fast, easily attainable answers. They look for digital experiences at work that mirror their experiences outside of work, such as searching for information on their own, like with Google. Employees also want to be able to take action based on the information they find, without having to navigate away from their search or log into another system.
A self-service model, also called Tier Zero support, empowers employees to quickly find answers to their questions on their own. Rather than submitting requests to an HR representative, employees can resolve their own questions and be able to take action on the information they find. A contextual knowledge portal gives employees access to HR information from any device, any time they want it. And the portal can tailor all content based on employee attributes, such as region and role, so employees only see content that is relevant to them. This self-service approach to HR information gives employees that autonomy to quickly and efficiently find solutions on their own.
The Benefits of Self-Service Models
Enabling employees to find personalized HR information and resolve HR questions on their own greatly increases employee engagement. In addition to meeting employee expectations for digital experiences, self-service capabilities allow employees to spend less time on HR and more time on their work. These positive employee experiences drive employee engagement.
Additionally, when employees have the ability to find resolutions on their own, more time is given back to HR representatives. When HR reps have more time, they can better focus on giving personalized support to employees and working to resolve more complex requests.
Nicole Lindenbaum is the Director of Product Marketing at PeopleDoc by Ultimate Software. Nicole leads the global messaging strategy for PeopleDoc by translating technology into business benefits HR can actually understand. With significant experience in HR technology, Nicole writes and speaks about HR service delivery, employee experience, digital transformation, and the future of work. Nicole holds a BFA from Syracuse University and an MBA from Washington University in St. Louis. She lives in Brooklyn, NY.