A self service portal will give your clients a 24x7 interface to log calls and service requests without the need to call your helpdesk. They will be able to go through a variety of solutions and options designed to be user friendly and easily understood.
This solution is also beneficial to your helpdesk support staff because they will be able to view logged calls and respond or intervene if needed.
Your helpdesk staff will also be able to pull incident reports that highlight common problems, therefore making them more efficient and empowered in their one-on-one interactions with your clients.
Your management will be able to pull trends and analytics from the portal, therefore ensuring that they have quick decision making tools at their fingertips.