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  Post #16 (permalink)   12-11-2009, 11:52 PM
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My clients have never touched the knowledgebase. But being a good web host means you don't take shortcuts so I suggest you have one.
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  Post #17 (permalink)   12-13-2009, 11:41 AM
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Good and up to date knowledgebase is always good idea - not only for your customers, its hard to memorize everything, or if your support team are not made from einstenins, and good thing is to keep your answers/solutions for clients somewhere - why not in knowledgebase?
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  Post #18 (permalink)   12-14-2009, 01:49 PM
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Hi!
Yes..it is very important. First..many possible customers will look at a knowledgebase as a plus when selecting a new host. I think it really helps conversions just like a active forum does. Also..a good knowledgebase allows your customers to help themselves to answer many questions..and not have to file tickets.

Yes..it is very important.

>>>I should point out it needs to be easy to use..or no one will use it.

Bryon

Last edited by brybert : 12-14-2009 at 01:57 PM.
 
 
 


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  Post #19 (permalink)   01-21-2010, 11:46 PM
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It is best you have knowledge on it. That would keep you from more support issues actually.
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  Post #20 (permalink)   01-22-2010, 12:59 PM
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Quote:
Originally Posted by HostBill View Post
Good and up to date knowledgebase is always good idea - not only for your customers, its hard to memorize everything, or if your support team are not made from einstenins, and good thing is to keep your answers/solutions for clients somewhere - why not in knowledgebase?
I'd second that - live chat support use it as much as the customers
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  Post #21 (permalink)   01-25-2010, 11:51 AM
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It can help but many clients do in fact rather ask the host a question that solving the problem themselves.
 
 
 


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  Post #22 (permalink)   01-25-2010, 12:02 PM
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Totally agree!! "the knowledge base is a must have". Our clients use it very much.
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  Post #23 (permalink)   02-06-2010, 08:29 PM
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Hi,

Yes, I will suggest you to keep a very good knowledgebase on your site including some needed information.

This is a sign of one good hosting provider.
 
 
 


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  Post #24 (permalink)   02-07-2010, 08:26 AM
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It did surprise me at first but a lot of our customers will check our knowledge base before submitting a ticket. I think itís very important to have a knowledge base especially as you get bigger. Even if you have 5 articles itís much better than an empty knowledge base (I see this on many sites).
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  Post #25 (permalink)   02-26-2010, 11:04 AM
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A good kb is very valuable to any buisness, I have recently just started making a video one, my customers are starting to really like it
 
 
 


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  Post #26 (permalink)   02-26-2010, 11:07 AM
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Quote:
Originally Posted by [MH-UK] Sales View Post
A good kb is very valuable to any buisness, I have recently just started making a video one, my customers are starting to really like it
A video knowledge base is a great idea. Are you making them in the format of flash tutorials or actual video?

How do you intend to utilize and integrate them on your website?
 
 
 


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  Post #27 (permalink)   03-01-2010, 01:02 PM
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Originally Posted by host1plus View Post
Knowledgebase is very valuable part of our website/business.
Because it saves our support team time.
We are using it not only for text based questions answers publishing, but for video tutorials.
I have to agree. Knowledgebase has become an important part to our daily business. My support team uses it all the time.
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  Post #28 (permalink)   03-03-2010, 04:45 AM
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Knowledge base is required when you have a large number of customer and less people in support team.
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  Post #29 (permalink)   03-03-2010, 08:53 AM
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Yes, you need a knowledge base, customers use them. In addition, it lowers your customer service costs. It is also a great pre-sale tool.

It's probably better for your support people to update content, but include a form for customers to open tickets or leave feedback about knowledge base content.

You'll also want to train your support team to provide a response then point to the knowledge base for more information -- rather than, point to the knowledge base for an answer. The later irritates customers.

Sincerely,

Justin
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  Post #30 (permalink)   03-03-2010, 11:31 AM
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Oh yes, it is a great idea.
We currently took all our articles off as we will be adding Video Tutorials. Trust me, you do get less support ticket's when you have a KB.
 
 
 
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