Implementing Online Web Support with Knowledge Base Software
Copyright 2006 Anne Sych
Whether you are managing staff or simply attempting to keep up with increasing support demands, online Web support is proving to be a useful cost cutting avenue for resolving customer support issues.
On the market today are many affordable Knowledge Base Software solutions that easily integrate with your current website to provide online support to your clients. Knowledge Base Software is available in hosted and non-hosted versions and can be purchased according to the number of administrators needed to manage the articles.
Transitioning to an online support environment is not complicated; the most time consuming component is “placing” your content into the knowledge base. When considering products, look for software that allows for easy importing of word processing files, uploading images, as well as accommodating searchable file attachments. In no time and with little manpower, company documentation can be efficiently organized into the knowledge base tree.
Shifting the mindset of your customers to a self-help scenario need not be a scary endeavor. The following are a few of the recommendations highlighted in a report published by the “Association of Support Professionals”.*
Encourage customers to search the Web first: Web support should be emphasized in company publications as the preferred method of support. Customers using telephone support can often be coaxed to try web support through “on-hold recordings” recommending the speed and simplicity of this Web service. Fine-tune your Web navigation: Often small changes in your current website navigation can result in huge gains for self service. For example, replace typical support contact email addresses with prominent links such as “Ask a Question” or “Find Answers” that link directly to the knowledge base. Duplicate the links in multiple locations throughout the site.
Post new knowledge base content quickly: When your telephone support staff gets issues that are not addressed in the knowledgebase, create a system where they promptly send an alert to knowledge base administrators. Some knowledge base systems allow end users and/or telephone support staff to create new articles on the fly, which get sent to admin for approval. This keeps the knowledge base constantly updated.
Look for new ways to leverage support site investments: The infrastructure of a Web support site can sometimes handle other customer-related tasks such as downloads and the distribution of beta information. The architecture is in place and the interface is already familiar to the customers. Security can be set by administrators as desired to manage permissions.
Soon your customers will be empowered to find answers to their own questions on your website, all-the-while saving your company money. * Doing More With Less, Published by The Association of Support Professionals, pgs. 2-3.
About the Author
Written by: Anne Sych, Marketing Manager for Novo Solutions, Inc. Novo Solutions, Inc., is an Independent Software Vendor (ISV) in Virginia Beach, Virginia specializing in Customer Support Software. Free trial versions of the Novo Help Desk Software, Knowledge Base Software and suite of web-based Customer Support Solutions are available.
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