Last updated on August 2, 2022
Without good user performance, firms cannot fulfill their objectives and increase revenue. A recent survey indicated that workers squander 19.8 percent of their time, or one day each week, seeking knowledge to do their jobs successfully.
As the digital revolution of enterprises continues, organizations are adopting new technology and software applications at a record pace. These new software platforms have significantly increased labor productivity and efficiency. However, what happens when workers aren’t familiar with these tools or have problems using some complex platform features? These application issues may have devastating effects on businesses.
To address this challenge, firms are using performance support system to assist their employees in completing projects more quickly and effectively.
What Exactly Is a Performance Enhancement System?
Electronic performance support systems (EPSS), also known as performance support systems, are tools that HR departments use to provide “just-in-time” self-help information to employees. The information provided by these systems is intended to improve the productivity of the user of the system.
A performance support tool enables managers to provide employees with access to self-help interactive content such as in-app assistance, interactive walkthroughs, knowledge bases, smart pop-ups, and other similar features. These features were developed to provide contextual resources that are tailored to address the specific challenges being faced by an employee.
Because people are naturally good at finding solutions to difficult problems, educators may now make use of technology to do so. A performance support tool is a piece of software that provides individualized, round-the-clock, immediate help within the context of work.
The objective of performance support systems is to offer in-app help for users, therefore enhancing their performance, productivity, and tool competence over time – hence enhancing digital adoption across an organization.
Performance support systems enable companies to offer the appropriate data at the appropriate moment. Additionally, electronic performance support systems provide the following benefits:
- It is cost-effective since it substitutes conventional training delivery techniques such as formal on-site training sessions, training manuals, PDFs, etc.
- It provides users with the independence and flexibility to study an application at their speed.
- It increases the ROI of software deployment as workers begin utilizing new apps more efficiently in less time.
- It accommodates many formal learning approaches by including several media forms, such as text, audio, graphics, GIFs, etc.
- It gives consumers constant help, which reduces the amount of customer care inquiries.
- With successful onboarding, EPPS enables workers to adopt the new software and begin using it effectively on day one.
Performance Support System Use Cases
Performance support systems may accommodate a variety of diverse use cases and provide several advantages. Here are four of the most typical use scenarios, along with the advantages associated with each.
Employee Training and Demand-Based Support
Performance support systems redefine employee training by providing firms with the means to successfully onboard, upskill, reskill, and assist people – throughout their job.
Performance support tools assist firms to improve employee satisfaction by:
- Customer Service
Users often submit support requests to get their inquiries handled, but must wait to receive responses. You will minimize the number of support cases, boost customer happiness, shorten response time, and save money by not having to hire more support employees if you allow customers to fix their issues using a self-service approach.
In this instance, performance support tools may be of considerable use, since they would include all conceivable questions and their solutions, which a user could consult as required.
- User Orientation
When consumers initially visit a software program, they are entirely unfamiliar with its functions and features. In such a scenario, it is crucial to provide performance assistance tools for your apps.
These features assist new users in learning how to utilize a program while they are using it. Users may concurrently read instructions and accomplish other chores.
This applies to both new users and consumers of your product and enterprises onboarding new employees to their digital stack.
Conclusion:
Performance support tools boost employee performance by recognizing performance gaps and their underlying reasons. When unable to recollect information, an employee may spend a significant amount of time looking for solutions online, reaching out to colleagues for assistance, or submitting IT support requests. These methods are all time-consuming and detrimental to employee performance. Performance support technologies improve employee performance by minimizing the time spent collecting information and reaching a decision, and by providing users with ongoing assistance and immediate responses to their questions.
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