Summary: Whether you are managing staffing
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.
Copyright © 2006 Anne Sych Novo Help Desk Software |
