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  Post #46 (permalink)   08-07-2010, 05:16 PM
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It's a great way of getting useful information out to your clients where they can access them as and when required. Also helps you not have to repeat basic and most asked questions each time. If you have a KB article on the subject, simply direct your visitors to it and save precious time, energy and resources which can be diverted elsewhere.
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  Post #47 (permalink)   08-18-2010, 10:06 AM
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I agree that its a very valuable part of the business, but I just hate writing them.
 
 
 


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  Post #48 (permalink)   08-20-2010, 03:57 PM
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Lots of time my client not create ticket because of client found solution in my KBs.

Knowledgebase - Also I am get some visitors, Client Trust and much more ...
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  Post #49 (permalink)   09-01-2010, 11:34 PM
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Knowledgebase is very important as your clients find answers to lots of questions they have, it makes you reputable.
 
 
 


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  Post #50 (permalink)   09-05-2010, 12:07 AM
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Knowledge base with proper articles does 50% of your sales. Most of the client first check your kb to find out things like speed test, payment gateways etc etc.
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  Post #51 (permalink)   09-14-2010, 12:50 PM
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Use the KISS method.... while many knowledge based support files have a wealth of information, keeping it simple and concise is a challenge for most webmaster as some get really into the technology part and miss the simple aspect of why or what.

We have a rating system, if it scores high in use its doing its job by keeping support tickets down. This improves production and lowers the use of added resources.
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  Post #52 (permalink)   09-22-2010, 11:16 PM
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Its always better to 'educate' the customers if you want to decrease the number of support issues.

Less number of support queries means more time to work on servers. KBs also save a Tech's time.
 
 
 


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  Post #53 (permalink)   09-22-2010, 11:32 PM
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some people like to find answer by them self. having knowledgebase lower you ticket support by a lot.
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  Post #54 (permalink)   10-18-2010, 08:56 AM
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Quote:
Originally Posted by serveion View Post
some people like to find answer by them self. having knowledgebase lower you ticket support by a lot.
I think that most people don't like to find the answer by themself .
They prefer to ask instead of searching few minutes.
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  Post #55 (permalink)   10-19-2010, 03:16 AM
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I am just writing every good ticket to the kb and then linking the persons to the kb so now I'm getting less tickets than before.
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  Post #56 (permalink)   10-20-2010, 03:43 PM
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I've found it helps with Google traffic. But people just hunting for solutions as they already have a host. Not seen any business come from it.

Our customers don't really need it since we do managed support.
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  Post #57 (permalink)   10-20-2010, 04:44 PM
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Yes i do need knowledgebase a lot. My customers really use it a lot. Some topics if properly described are very useful for people. They know more so they know how to operate tool, avoid problems etc. and so us providers have less job in answering tickets because part of information is already in knowledge base and customer usualy gets familiar with it.
 
 
 


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  Post #58 (permalink)   11-25-2010, 10:41 PM
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Including FAQ would also be very beneficial for the clients but try to give almost all the possible question answer for good result.
 
 
 


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  Post #59 (permalink)   12-10-2010, 07:43 PM
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Having a Knowledgebase will always help and I have seen some in the net that provide resourceful information. It is a plus!
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  Post #60 (permalink)   12-10-2010, 07:46 PM
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Knowledgebase can be resourceful and a practical and efficient way to investigate a topic. Having a knowledgebase will always help.
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