The quarterly publication of the International Legal Technology Association
Issue link: https://epubs.iltanet.org/i/34686
“Only 10.4 percent of phone calls require two or more contacts to the desk compared to 90.9 percent of email inquiries.” The increase in virtual desktop solutions, Web-hosted/ SaaS/cloud applications and managed-delivery methods since 2010 has significantly reduced the number of application errors, and the requests for individual application troubleshooting are also rare. Most requests received by the service desk are how-to or just-in-time training requests. The increased use of mobile technology, with an increase in firms moving to a buy-your-own device policy, has required the service desk to be agile and flexible enough to support any and all devices. The service desk must be ready to handle an influx of calls like, “How do I connect my iPad 10 to the network?” or “How can I edit my budget forecast spreadsheet on my new BlackBerry device’s virtual keyboard?” Voice-recognition solutions, integrated with law firm ticketing systems, have reduced resolution times by detecting keywords in the telephone conversation or voicemail. This technology can automatically search the knowledge base, presenting a dynamic list of specific articles and previous tickets, which allows the service desk analyst to resolve the issue more efficiently and in turn enables end users to get back to the business of law. SELF-SERVICE IS THE FUTURE? The younger generation expects the convenience of a searchable, end user-facing knowledge base. Those controlling the budgets prefer self-service because it reduces costs. Furthermore, it alleviates pressure on the service desk while increasing end user access to support services without reducing the quality of that support. Using the Web, end users have 24/7 access from anywhere to the tools and knowledge they need to quickly log, view the status of, and update standard incidents and service requests themselves. They can also search the knowledge base to troubleshoot their issues, gain answers to frequently asked questions, all without directly interacting with a human. For a long time, corporate America has been trying to tell us that self-service IS the future. And now, we believe it too — or do we? Self-service will never be 100 percent accepted in a typical law firm despite proven efficiency over traditional support alternatives. The self-service model might be more efficient, but for whom — the end user or the service desk? A partner billing out at $1,000 per hour is not going to take the extra minute required to go to the Intranet page, click on the link to “Get IT Support,” enter details of the problem (no matter how brief) and then skim the resulting knowledge base articles. Not when that same partner can press speed dial on his phone and speak to an experienced service desk analyst. We don’t disagree that self-service is both efficient and cost-effective, if there is sufficient investment in the underlying knowledge base and user interface. However, self-service will never gain sufficient traction to surpass live support calls in an environment where individuals are either highly compensated and/or generate high revenues — time really is money, even in the year 2020. While some law firms have introduced self-service, so far it seems to have met with limited success, particularly among billable professionals. It’s not just about the cost of an individual’s time, however — firm culture also plays a significant role. Peer to Peer the quarterly magazine of ILTA 103