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Casual Articles - Implementing Online Web Support with Knowledge Base Software
"Ars fit, ubi a teneris crimen condiscitur annis (Where crime is taught from early years, it becomes a part of nature)" – OvidMany investors look for the winners. Not so many look for the losers ... especially serial loser stocks.I am not afraid to say that, over the last seven years, I have literally studied thousands of companies, and on average, wi
Look for new ways to leverage support site investments: The infrastructure of a Web support site can sometimes handle other customer-related tasks such as downloads and the distrib
Many kinds of interferences or disturbances can confuse a message. Communication specialists call them ''noise.'' A noise is anything that competes against communication. Obviously, if we want our communication to be effective, we have to be continually on our guard to detect such noise, whatever the source. When we find it, we must drown it out. Or bette
On the market today are many affordable Knowledge Base Software solutions that easily integrate with your current website to provide online support to your clients. Knowledge Base Software is available in hosted and non-hosted versions and can be purchased according to the number of administrators needed to manage the articles.
Transitioning to an online support environment is not complicated; the most time consuming component is “placing” your content into the knowledge base. When considering products, look for software that allows for easy importing of word processing files, uploading images, as well as accommodating searchable file attachments. In no time and with little manpower, company documentation can be efficiently organized into the knowledge base tree.
Shifting the mindset of your customers to a self-help scenario need not be a scary endeavor. The following are a few of the recommendations highlighted in a report published by the “Association of Support Professionals”.*
Encourage customers to search the Web first: Web support should be emphasized in company publications as the preferred method of support. Customers using telephone support can often be coaxed to try web support through “on-hold recordings” recommending the speed and simplicity of this Web service. Fine-tune your Web navigation: Often small changes in your current website navigation can result in huge gains for self service. For example, replace typical support contact email addresses with prominent links such as “Ask a Question” or “Find Answers” that link directly to the knowledge base. Duplicate the links in multiple locations throughout the site.
Post new knowledge base content quickly: When your telephone support staff gets issues that are not addressed in the knowledgebase, create a system where they promptly send an alert to knowledge base administrators. Some knowledge base systems allow end users and/or telephone support staff to create new articles on the fly, which get sent to admin for approval. This keeps the knowledge base constantly updated.
Look for new ways to leverage support site investments: The infrastructure of a Web support site can sometimes handle other customer-related tasks such as downloads and the distribu
I have recently returned from another SEO seminar and have yet again heard many horror stories from people who have had their sites banned by Google. It is quite clear when talking to these people why their sites have become banned and to be fair they are also aware of the reasons why. In this article I will write about what I believe are SEO techniques that work.<
Transitioning to an online support environment is not complicated; the most time consuming component is “placing” your content into the knowledge base. When considering products, look for software that allows for easy importing of word processing files, uploading images, as well as accommodating searchable file attachments. In no time and with little manpower, company documentation can be efficiently organized into the knowledge base tree.
Shifting the mindset of your customers to a self-help scenario need not be a scary endeavor. The following are a few of the recommendations highlighted in a report published by the “Association of Support Professionals”.*
Encourage customers to search the Web first: Web support should be emphasized in company publications as the preferred method of support. Customers using telephone support can often be coaxed to try web support through “on-hold recordings” recommending the speed and simplicity of this Web service. Fine-tune your Web navigation: Often small changes in your current website navigation can result in huge gains for self service. For example, replace typical support contact email addresses with prominent links such as “Ask a Question” or “Find Answers” that link directly to the knowledge base. Duplicate the links in multiple locations throughout the site.
Post new knowledge base content quickly: When your telephone support staff gets issues that are not addressed in the knowledgebase, create a system where they promptly send an alert to knowledge base administrators. Some knowledge base systems allow end users and/or telephone support staff to create new articles on the fly, which get sent to admin for approval. This keeps the knowledge base constantly updated.
Look for new ways to leverage support site investments: The infrastructure of a Web support site can sometimes handle other customer-related tasks such as downloads and the distrib
What's a Capability Statement?As the name suggests, it tells potential clients what you, or your organisation and staff are capable of. It highlights what your future capability is and reflects on your past successes.Capability statements are usually produced as brochures or booklets and are now increasingly appearing in online formats eg, HTML
Encourage customers to search the Web first: Web support should be emphasized in company publications as the preferred method of support. Customers using telephone support can often be coaxed to try web support through “on-hold recordings” recommending the speed and simplicity of this Web service. Fine-tune your Web navigation: Often small changes in your current website navigation can result in huge gains for self service. For example, replace typical support contact email addresses with prominent links such as “Ask a Question” or “Find Answers” that link directly to the knowledge base. Duplicate the links in multiple locations throughout the site.
Post new knowledge base content quickly: When your telephone support staff gets issues that are not addressed in the knowledgebase, create a system where they promptly send an alert to knowledge base administrators. Some knowledge base systems allow end users and/or telephone support staff to create new articles on the fly, which get sent to admin for approval. This keeps the knowledge base constantly updated.
Look for new ways to leverage support site investments: The infrastructure of a Web support site can sometimes handle other customer-related tasks such as downloads and the distrib
Effective advertising is an investment in your business. Ineffective advertising is a liability and a waste of money. Here are the top 5 things to avoid making sure you advertise effectively.1. Don’t advertise at allIf you are in business and you don’t do some kind of advertising you are not doing business. The only excuse for not advertising is that
Post new knowledge base content quickly: When your telephone support staff gets issues that are not addressed in the knowledgebase, create a system where they promptly send an alert to knowledge base administrators. Some knowledge base systems allow end users and/or telephone support staff to create new articles on the fly, which get sent to admin for approval. This keeps the knowledge base constantly updated.
Look for new ways to leverage support site investments: The infrastructure of a Web support site can sometimes handle other customer-related tasks such as downloads and the distrib
Dropshipping has become one of the easiest and quickest ways to make money. People from all over the world are creating home based businesses by using dropshippers to make money. This sales method allows you to begin your own profitable business without any investment in inventory, shipping, equipment, office space or employees.In this business, you act as t
Look for new ways to leverage support site investments: The infrastructure of a Web support site can sometimes handle other customer-related tasks such as downloads and the distribution of beta information. The architecture is in place and the interface is already familiar to the customers. Security can be set by administrators as desired to manage permissions.
Soon your customers will be empowered to find answers to their own questions on your website, all-the-while saving your company money. * Doing More With Less, Published by The Association of Support Professionals, pgs. 2-3.
Copyright 2006 Anne Sych
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