“Ask your customers to be part of the solution and don’t view them as a part of the problem.” - Alan Weiss
The greatest customer support model is one where support agents are not needed at all. By establishing a robust self service model, you not only reduce support investment but also free up the time for your support staff to focus on
other pressing issues.
Most importantly, you empower your customers to support themselves thereby ensuring quick and efficient support without creating any dependence.
Building a Knowledge Base
When building a thorough Knowledge Base from scratch, there are a lot of factors to be considered. The first and foremost is deciding what to put in your knowledge base.
Understand the needIt is important that your Knowledge Base contains all the necessary information. But, before you proceed to write articles, you need to understand the issues customers are frequently asking, identify areas where there are issues that customers can resolve without agent intervention and prioritize those topics over the others.
Constructing the Knowledge BaseThe HappyFox Knowledge base allows your repository to be the one stop shop for all issues. HappyFox lets you create knowledge base articles right from the ticket so that you can save the time spent in sitting and creating a new KB article.
Right from technical guides with appropriate screenshots, references from other sources, complete instruction manuals, technical documentation and demo videos, HappyFox lets you store all your information in an easily accessible manner.
Type of Knowledge BaseYour knowledge base can be either internal or external or both. You could create a simple version with detailed instructions for your external Knowledge base that customers can access, while simultaneously building an internal knowledge base with technical details for your support staff. This eliminates the need for separate training for new staff and also makes for quick access to information.
Roles and PrivilegesNot everybody should have access to everything. Specifically for creating and editing, have one or two members with access so that your knowledge base is always accurate and free from errors. You can also not provide your customers with access to the internal Knowledge Base as the jargon can confuse them.
Organize the contentA chaotic Knowledge Base is worse than no Knowledge Base. If it is not organized chronologically and hierarchically, your customers will never be able to find what they are looking for and this could easily frustrate them. Sort your knowledge base, arrange neatly under categories and tag them to make it easily searchable.
That’s it! You are ready to begin.
Crisp, concise and clear contentWhen writing knowledge base articles, give clear instructions in simple language for customers to understand. Sometimes, it is not wrong to be very granular because what you believe might be a very commonplace thing for you like clicking on a button might be difficult for your customers. There is a difference between ‘Click Delete’ and ‘Click Delete button on the top right corner of your screen’.
Update content and reviewConstantly review articles before publishing and also published articles to ensure that any product level changes are updated there. A cluttered knowledge base can be ugly. Remove obsolete content from time to time, update old articles with changes and keep your Knowledge Base always up to date with information.
That’s it! You are ready to begin.