Originally Posted by easyhostmedia
It still amazes me after 11 years doing this that some people still cant follow simple KB sub articles
How you 'implement' your KB really helps in getting users to actually read it. Whilst every provider would love it, most won't go searching and reading through a KB for the possibility of finding what they're looking for.
If however you implement 'KB Suggestions' whilst they're creating a ticket or live chat then they might just find relevant results without having to search which is a big plus.
To give you an example, we have a knowledge base, a forum and a blog which is updated daily on numerous softwares but of course, not many will search all 3 to find what they want. Try starting a live chat on our website, it will give you relevant results for all 3 mediums before a live chat can be initiated.