Providing support faster impresses the customer even more. It is so obvious that the support person gets to solve the same queries a lot of times.If there is a way by which a support person can handle the query only once and make a note of that reply and help customers support themselves just by reading that note would definitely be a big need.
As already said ‘Self-help is the best help’, If we allow the customer to support himself in an efficient way, with the apt solution for the problems or queries that he will face relieving them from the difficulties, the burden reduces on both sides thereby saving time and manpower as well.
In Vembu helpdesk, this is possible with Knowledge base. When a support person feels that the query raised is repeated frequently, He can post it under the knowledge base with the answer or the solution for that query. The customers who try to get the support can get themselves helped by looking at those knowledge base articles which were posted.
When the support person adds an article in Vembu Helpdesk, the customer can view it in the knowledge base section of the self service portal which is accessible by him. Once a customer raises a query ,Vembu Helpdesk will give him access to the self service portal with which the customer can raise any query. The knowledge base articles are listed there for his reference ,so that he can check if there is a way to solve his problem before raising a ticket.
We, in Vembu Helpdesk allow categories under knowledge base. The support person can add the categories .The articles can be posted under the corresponding categories.
The filter option available in the product allows us to list the articles from the required category thereby making it even more easy for the customers to clarify their doubts or to come out of the difficulty they faced very quickly .
When an agent needs a suggestion as how to handle the raised query, he can post it in the knowledge base and other agents in the same organization can assist him in solving the issue by posting an answer to the raised query. This promotes collaborative approach where all the agents from different regions or experts in that particular domain whose physical presence is not possible at that particular time can put in their contribution as well.
The agent can add the article in the knowledge base once it is being approved by the manager of the organization and the manager can publish it by which the customers can view it from the self service portal.The agent can add an article either with public or private access. If the article is added with private access, no other agent in the company can make changes in the article whereas if the article is being posted as public, all the agents of the company having access to Vembu Helpdesk can edit the contents in the article.
The agents accessing Vembu Helpdesk can also track the number of views , the author , the date at which the article was published in the knowledge base tab of the Vembu Helpdesk.
Thus Vembu Helpdesk promotes self help to the customers reducing manual help saving time and manpower in solving the same queries again. The agents can also seek help from others in the organization in order to provide quick and the best solution to the queries raised by the customers.
To know more about Vembu HelpDesk, please click here.
Got questions? Email us at: vembu-support@vembu.com for answers.
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