It seems to be a common concern for SharePoint architects, managers and administrators–or any of the people who are constantly encouraging end users to actually USE the features available in SharePoint. After all, the organization has invested a good deal of money into SharePoint. The expectation is that SharePoint is widely used across the company. However, this isn’t always the case.
SharePoint adoption is something many companies struggle with. It’s not that there’s anything wrong with SharePoint…in fact, their are so many features and capabilities within SharePoint that people just are not even aware of. The problem is people’s lack of knowledge and understanding in how to use these features. And when this is wide-spread throughout the company, that results in “chaos”. What happens next is that your SharePoint support team is bogged down with so many requests, that they aren’t able to actually “do” much more than respond to support calls. Not only that, but they often answer the same questions over-and-over again…leading to frustrated support team members.
Furthermore, end users also get frustrated. If they encounter a problem and don’t have the know-how, they contact the support team. what’s worse is when the support team is too busy to answer…then what do they do, they move on. They find a different way to solve the problem which may often be an alternative to using SharePoint. This is exactly what management does NOT want to happen.
So, is there a solution to this? Isn’t there a way to lighten the load of the support team by giving them a way to share support documents so that “Help” is accessible right there on end users’ desks?
Is there actually a way to conquer the chaos of end user support?
Last month, we hosted a Free Webinar presented by Asif Rehmani, SharePoint MVP, Microsoft Certified Trainer (MCT), Consultant, book author…and “SharePoint Guy”.
The goal of the webinar was to provide some insight into this dilemma.
If you missed the webinar, no worries…it’s available for you to view HERE
Wouldn’t you love to provide users the support they need when and where they need it? Stop the repetitive explanations by giving users the Help they need in-context and on-demand. We talk about the strategies needed to cut down on the support phone calls and emails freeing you to really build powerful solutions in SharePoint instead of just being the SharePoint help desk.
One solution we talk about in our webinar is VisualSPTM SharePoint Help System – in-context and on-demand support for end users provided through the SharePoint ribbon. With VisualSP, you can empower end users by giving them HELP when and where they need it most. No more waiting for responses from support teams. In fact, you’ll hopefully cut down on support requests all together. This should result in more confident end users, and happier support team members.