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  Post #31 (permalink)   03-06-2010, 03:24 PM
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I recommend a knowledge base because it will lower the amount of tickets you will get. For example if someone is looking for information on how to pay their bill, they can just check in the knowledge base. This is even better if you pay your staff per ticket, as you will be saving some money.
 
 
 


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  Post #32 (permalink)   03-08-2010, 12:38 AM
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I have seen a good percentage of clients use Knowledgebase as their first way to get support. They are just not interested to contact support all the time. Knowledgebase helps to describe some common issues you can see in your support queries. I can't say, it will definitely help, but there is nothing bad to add your common queries in knowledgebase.
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  Post #33 (permalink)   03-08-2010, 01:30 AM
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It helps to save your staff some time, answering various questions. So why not?
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  Post #34 (permalink)   03-09-2010, 08:30 AM
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A Knowledgebase is a good idea, if for no other reason than it may reduce the number of tickets you get that ask the same thing. Then again, you can have the best KB in the world, and it won't mean a thing if your customers don't read them.
 
 
 


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  Post #35 (permalink)   03-24-2010, 08:50 AM
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Knowledge base is important. If (your) clients don't use, you teach them to use knowledge base. However you can just give them a KB link/URL related their issues in the ticket reply. It saves time and decrease the support load as well.
 
 
 


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  Post #36 (permalink)   04-22-2010, 12:51 AM
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Knowledge bases is important for customer review the problem or understand the situation. Sometimes in hurry, they can just check on Knowledge bases. That way is faster than make phone call or live chat or even email support center. =)
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  Post #37 (permalink)   04-22-2010, 01:39 AM
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It can save you some time some clients do use our own KB
 
 
 


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  Post #38 (permalink)   04-28-2010, 12:38 PM
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A knowledgebase can keep the clients updated of issues which constantly occur and simple solutions to be tried out. I would say that Knowledge base is very helpful. We can also have blogs on websites which are equally helpful. Check with us to see some good blogs. http://logicsupport.com/blog/
 
 
 


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  Post #39 (permalink)   04-29-2010, 03:45 PM
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I think its very useful for beginners
 
 
 


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  Post #40 (permalink)   06-29-2010, 07:44 AM
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They will rarely look at... they will just submit a ticket about 99.9% of the time in my opinion...
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  Post #41 (permalink)   07-01-2010, 03:29 AM
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Hi, I do believe in KB, coz i think its better to educate the client rather than only solving his/her issue. If the KB is handy, it will save a lot of time of the client as well as of the support provider, make sure that the KB is regularly, its easily accessible & the language is simple to understand. Personally speaking, a lot of issues have been solved using KB & have learnt quite a few things.
 
 
 


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  Post #42 (permalink)   07-01-2010, 09:48 AM
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Quote:
Originally Posted by Nancy View Post
Hi, I do believe in KB, coz i think its better to educate the client rather than only solving his/her issue. If the KB is handy, it will save a lot of time of the client as well as of the support provider, make sure that the KB is regularly, its easily accessible & the language is simple to understand. Personally speaking, a lot of issues have been solved using KB & have learnt quite a few things.
We fully understand this but point being is 99% of clients will just simply submit a ticket rather than look through a boring knowledge base.
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  Post #43 (permalink)   07-01-2010, 11:00 AM
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Hi,

Yes, most of the clients are not using knowledge base, but it is still better to have that in place.

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Bobby
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  Post #44 (permalink)   07-05-2010, 09:42 AM
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well i think it is important to have a knowledgebase since it's the part of useful information document, some day we might need it
 
 
 


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  Post #45 (permalink)   07-05-2010, 01:02 PM
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A good knowledgebase can save your time answering tickets.
If have it well organized, is a great idea to have.
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