Article Categories
» Arts & Entertainment
» Automotive
» Business
» Careers & Jobs
» Education & Reference
» Finance
» Food & Drink
» Health & Fitness
» Home & Family
» Internet & Online Businesses
» Miscellaneous
» Self Improvement
» Shopping
» Society & News
» Sports & Recreation
» Technology
» Travel & Leisure
» Writing & Speaking

  Listed Article

  Category: Articles » Business » Article
 

Knowledge Base & Help Desk Unite For Customer Self Support




By Anne Sych

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.
 
 
About the Author
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/

Article Source: http://www.simplysearch4it.com/article/24800.html
 
If you wish to add the above article to your website or newsletters then please include the "Article Source: http://www.simplysearch4it.com/article/24800.html" as shown above and make it hyperlinked.



  Some other articles by Anne Sych
Implementing Online Web Support with Knowledge Base Software
Whether you are managing staffing or simply attempting to keep up with increasing support demands, online Web support is proving ...

Help Desk Software | Improve Efficiency & Customer Satisfaction
In today's fast paced business scenario managing customer's requests has become more and more complicated. Call volumes and customer expectations are high ...

  
  Recent Articles
Record Management
by Ismael D. Tabije

Treasure Hunts
by John Tarr

What to Look for in Choosing IP Surveillance Software
by amit

Giving Your Business a Vision Others Can Envision
by Yvonne Weld

Productivity and Production Management
by Ismael D. Tabije

FDA Registration of Food Facilities
by Russell K. Statman

Why Businesses Today Fail - Part 1 Customer Service
by Jeffrey Solochek

Utilizing a Virtual Assistant is Just Good Business Sense
by Yvonne Weld

The Quest For An Auto Dealer
by Ashley Daniels

The Importance of Coaching
by Ashley Daniels

Finding The Right Business Investment
by Jason Sands

Commercial Flooring NY gives your office a professional look
by Stephen robins

Commercial Carpet Tiles are preferred by numerous professionals
by Stephen robins

Use Your Web Traffic Statistics
by Ray Herold

The Challenging and Rewarding Career of an Microsoft Certified Trainer (MCT)
by PrepMasters

Creating a mini Lead Generation System in Less than 24 Hours
by Dan Cavalli

Can't connect to database