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Knowledge Base & Help Desk Unite For Customer Self Support
Copyright © 2006, Anne Sych
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Effectively managing customer support demands is a key element
in successful business operations, and with call loads steadily
increasing, more and more companies are turning to Customer Self
Support solutions. A survey published by the Association of
Support Professionals revealed that the average cost to resolve
a support issue by telephone was $27.78, to resolve by email was
$28.78, while to resolve by web self support was only $3.75.*
Reducing costs while empowering customers has invoked a trend
in Customer Self Help services.
Help Desk Software with an integrated Knowledge Base allows
website owners to provide a web based communications channel
allowing clients to resolve their own issues. Self Help content
is placed into "articles" which are readily available for
retrieval through the portal. The customer can simply go to the
website and search for an answer to his issue. Search relevancy
displays search results with the most relevant articles listed
first, making it easy for the customer to quickly find what he
is looking for.
Typical knowledge base capabilities allow searches by keyword
phrase or through a topic tree. A good knowledge base includes a
Natural Language Engine, which provides better search results by
eliminating unimportant words, a Thesaurus Engine, allowing for
better search results by expanding related words and Search
Filters, providing the ability to use broad or narrow search
filter classifications. Useful tools also include recently added
articles, most searched for articles and article ratings by other
users. In the event a quick answer is not found, the customer can
enter a ticket through a web help desk ticket or email.
Web self service allows customers 24/7 service through your
website and since support tickets are deflected, the volume of
inbound calls is reduced. Companies save money by maintaining a
lean support staff and customers can help themselves with an
overall improved experience.
* The Economics of Online Support, Published by The Association
of Support Professionals, p.4.
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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,
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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