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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Anne Sych is Marketing Manager for Novo Solutions, Inc., specialists in help desk software.
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