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Implementing Online Web Support with Knowledge Base Software
by Anne Sych
Published on this site: April 27th, 2006 - See
more articles from this month
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.
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. Contact:
[email protected]
for more information. http://www.novosolutions.com/
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