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  Post #46 (permalink)   08-19-2014, 05:00 PM
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This discussion does seem to get a little exhausted over time. All in all I think most of us come to the same conclusion:

- best case scenario is to write your own content. This way you guarantee uniqueness, relevance, great client assistance and even some food for SEO. I doubt anyone would want to skip that.

- smaller hosts (which as far as I remember EasyHostMedia once mentioned they were, sorry if I'm mistaken) might want to resort to buying a premade KB and build up on it as writing it themselves would prove to take a LOT of time and effort. A simple example - when we started our WHF KB, 2 people were doing nothing but compiling information and writing articles all day for a week. Now imagine if your whole staff is 5 people and you have to take care of servers, customers, development etc. in the meantime.

At the end of the day there is no right and wrong here, just an optimal usage of the available resources.
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  Post #47 (permalink)   08-20-2014, 08:09 AM
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Quote:
Originally Posted by Rado_Ch View Post
This discussion does seem to get a little exhausted over time. All in all I think most of us come to the same conclusion:

- best case scenario is to write your own content. This way you guarantee uniqueness, relevance, great client assistance and even some food for SEO. I doubt anyone would want to skip that.

- smaller hosts (which as far as I remember EasyHostMedia once mentioned they were, sorry if I'm mistaken) might want to resort to buying a premade KB and build up on it as writing it themselves would prove to take a LOT of time and effort. A simple example - when we started our WHF KB, 2 people were doing nothing but compiling information and writing articles all day for a week. Now imagine if your whole staff is 5 people and you have to take care of servers, customers, development etc. in the meantime.

At the end of the day there is no right and wrong here, just an optimal usage of the available resources.
Yes a small host, but not All KB articles should be just related to your business.
Generic articles on cPanel/WHM, Plesk, Directadmin etc. also an extensive section on how to change DNS/nameservers in various registrars etc. The more articles you have in your KB relating to generic hosting situations means less time answering support tickets.

So yes i purchased our KB articles, but added sections relevant to our business setup and situations that would apply to our business setup.

Since adding these i have seen support ticket request drop drastically and i am not having to ask clients for their registrar details to change DNS/nameserver details when they add domains as they dont have a clue. If a client asks me to do this with a registrar that is not in our KB, then i will take notes and then add that registrar process to our KB
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  Post #48 (permalink)   08-20-2014, 03:09 PM
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Originally Posted by easyhostmedia View Post
Yes a small host, but not All KB articles should be just related to your business.
Generic articles on cPanel/WHM, Plesk, Directadmin etc. also an extensive section on how to change DNS/nameservers in various registrars etc. The more articles you have in your KB relating to generic hosting situations means less time answering support tickets.
Well, thats exactly the point, yes. Although, if you think about it - cPanel, WHM, PHP, MySQL, DNS, Domain, Script articles, they are all related to the hosting business. Expanding on the KnowledgeBase, regardless if you bought it or started it from scratch, is a must for reasons stated in the 3 pages of the discussion above
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  Post #49 (permalink)   08-20-2014, 03:20 PM
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But it still puzzles me at the amount of hosts that seems to have WHMCS/CE and yet when you look over their site they dont have a KB etc. either pre designed or one written from scratch
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