What is Walk-up Experience?

Walk-up Experience aims to delight users and significantly improve their satisfaction with IT, as well as increasing productivity of both the technicians and users via fast in-person support.

Employees and business guests can get real-time, in-person help with their IT issues and equipment requests. Walk-up service centers specialize in supporting technology devices — smartphones, tablets, and laptops — as well as hardware repairs and requests, technology refreshes, and software upgrades.

The main purpose of a walk-up service center is to support and resolve the more common, everyday routine IT service desk functions, such as a request for a new mouse or keyboard, unlocking an account, or help setting up software on a mobile device. Common branding names for your walk-up center include, “Tech Lounge,” “Service Center,” or “Genius Bar.”

Who uses Walk-up Experience?

Everyone from the company CEO to visiting business guests can check in and get IT support at an established walk-up service center. Walk-up Experience is for anyone who would prefer to meet face-to-face with an experienced IT technician in a welcoming and supportive environment.

Requesters

Users access the Walk-up Experience application in several ways.

• Online — Users can check into a walk-up venue online using a laptop, tablet, or mobile phone via Walk-up Check-in available in the application navigator under Self-Service or, if configured, from a tile on the Service Portal. Once a location queue is selected, users can see how many other requesters are in the queue and decide whether or not to join the queue.
• Onsite at the Walk-up Experience location — Users can check into a queue at the physical walk-up location. Guests of the walk-up venue can observe queue activities on a large monitor that displays both walk-in requesters and those with appointments. The monitor displays guest positions in the queue, as well as how many people are currently in the queue and who is being helped. When finished with their visit, a single-question survey is available to capture user sentiment.
• Users can schedule future appointments for support with online check-in. Users can receive appointment reminders, as well as cancel or reschedule appointments from links in the reminder or from the online check-in interface. Users can have only one scheduled appointment per walk-up location queue. Even with a scheduled appointment, users can still check into a walk-up location queue online or in person onsite.
• Users can get support even when a walk-up queue is closed. An IT support phone number is displayed on the check-in device, along with a link to create an incident in real time.

Fulfillers

The IT organization uses the Walk-up Experience application to meet the demand of urgent IT issues and requests.

• Walk-up Experience IT technicians manage daily operations at the walk-up queue locations. They resolve IT-related issues, support mobile devices and laptops, and fulfill requests for software and hardware consumables.
• Technicans can accept and close Walk-up Experience interactions through the Agent Workspace interface. Agent Workspace contains a personal inbox where walk-up interactions, if configured in Advanced Work Assignment, are automatically pushed for assignment.
• Agents can manage all aspects of Walk-up Experience fulfillment using Agent Workspace. Based on their capacity, and if records are on-hold, they can work on multiple transactions at the same time and promote interactions to incidents or requests, or access associated stockroom consumables.
• Technicians can view and accept scheduled appointments in their Agent Workspace personal inbox. Appointments are routed to the inbox according to agent availability. Alternatively, agents can pick and choose appointments manually.
• If necessary, technicians can work with anyone in the queue at any time. Technicians can manually assign themselves to a walk-up interaction, by accepting the interaction from a list of unassigned interactions in Agent Workspace.
• Agents can use the Agent Assist feature to expedite incident resolution.

Managers

IT managers supervise the walk-up location technicians and oversee daily operations.

• Walk-up managers can observe and capture operational and performance data by monitoring the walk-up dashboard.
• Walk-up managers can use the application to increase IT customer satisfaction, ensure and confirm stockroom inventory is available, provide customer service in a timely manner, and report performance data to upper management.

Administrators

Walk-up Experience administrators configure and maintain walk-up related systems, such as the walk-up location branding and text, queue locations and schedules, appointments, advanced work assignments, and notifications, CSAT surveys, and associated stockrooms.

How do you benefit from Walk-up Experience?

Your entire organization benefits by using the application in the following ways:

Improves employee access to IT professionals

Employees access IT services in real time by visiting a walk-up location. Employees can also schedule appointments to visit the walk-up location at a convenient future time. This saves time for everyone and results in greater productivity. IT technicians get direct access to user devices so that employees can return to work faster.

Tracks interactions and performance

IT managers use the Walk-up Experience dashboard to analyze and understand the work IT technicians are performing to support the company.

Integrates with other services

Technicians can manageWalk-up Experience interactions from the Agent Workspace interface.

Walk-up technicians can create traditional incidents when issues cannot be resolved at the walk-up location directly in Agent Workspace.

If a requested item is not available at an associated stockroom, walk-up technicians can create a request by ordering from the Service Catalog directly in Agent Workspace.

CSAT surveys are available at the walk-up queue and emailed to walk-up customers after an interaction is closed to capture customer-service sentiments.

Devices necessary to deliver Walk-up Experience

Walk-up Experience terminology

The following terminology is used for the application.