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Implementing Online Web Support with Knowledge Base Software
Copyright © 2006, Anne Sych
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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.
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Writer's Resource Box:
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. Contact: sales@novosolutions.com for
more information. http://www.novosolutions.com/
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The article on this page is Copyright © 2006, Anne Sych
You are not required to show the creative commons license
notice when you reprint this work.
This work is licensed under a
Creative Commons License.
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Article Marketing Tips:
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- Stand out from the crowds. Educate your prospects and they will turn to you for more knowledge. When they turn to you for more, they will visit your website. It is up to your website copy to sell your products, NOT your article. Provide great information and at your website, address how the prospect will benefit from what you are offering. Using these things in conjuction will help your cash register to ring.
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