Online Web Support Implementation With Knowledgebase Software

Weather you are responsible to manage staff or are striving hard to keep up with

the increasing customer support demands, online web support is an effective way to maintain the credibility of the business and creating relations.

Most successful companies today have customer support desks maintained by the most skilled and knowledgeable professionals. However, hiring executives can be minimised by having in place highly efficient knowledge base software. This can be integrated with the current website and is available in both hosted and non-hosted versions to provide for the clients.

The transition into an online support interface is not too complicated. The most time consuming task in the process is placing the content and articles in the knowledge base. When products are considered, one should go for software that allows for easy import of word files, images and other common document formats. Within no time at all and the minimum use of manpower, a highly organized knowledge base software platform can be created for the use of its customers. This shift from a live customer support helpline to a sort of self-help scenario need not be a scary one for the customers. Customers infact will be benefitted in the process as they would be directly able to get to the point they are troubled with. Here are a few recommendations for the change as highlighted by Association of Support Professionals.

Encourage the customers to search the web page instead of looking for a customer care executive. The web support process should have emphasis in company publications as a preferred method to provide support. Customers who are into telephonic support can be directed and coaxed to web support by automatic recordings that recommend the simplicity and speed of the web service that they would get. This will also require fine tuning the web navigation and sometimes even the smallest changes have resulted in high flung benefits for the company. As an example, support contacts and email addresses can be changed to links such as Find Answers or Ask a Question that will link directly to the knowledge base software. This link can be further duplicated in various other locations in the site.

The knowledge base software content needs to be updated regularly. New content is necessary whenever the support staff encounters new issues with the products or services. A system that promptly alerts the administrators can be beneficial. This will save time of both the customer and the support staff and also is an idea to cut costs involved in providing support.

Always look for newer ways that will leverage the support site investment. Web support infrastructure can feature issues that are not addressed otherwise. Security is another issue that can be rightly implemented with appropriate knowledgebase software. Your customers will definitely love to find answers on their own and all this while they will save money for the company. This is the trick to do more with less. Beta information and customer related downloads can also be handled through a highly flexible system.

by: Charles Funkel

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