3 Tips to Streamline Your Self Help Knowledge Base
With the growing inclination of customers towards self-service, it has become imperative for organizations to provide exceptional self-service options that are easy to access and use. The key, basically, is to provide the right information, at the right place. For that, your self help knowledge base game has to be really strong. Listed below are three things you can implement to get started.
Store all your knowledge in one place i.e. Self help knowledge base:
With the increasing technological evolution, knowledge is everywhere. From emails to phone call recordings to text messages to tickets, information is scattered in a plethora of spaces. The first step towards a good knowledge base is centralization.
Centralize all your information in a single repository which is easy to access. For example, if your support agents receive multiple tickets about the same issue, you could have them document the resolution steps in an article and update it in the central knowledge base for your end-users’ perusal.
Keep your self help knowledge base updated:
Whether your knowledge base is aimed at helping the support agents or it is directly used by your end-users, remember that it has to be treated like a living document. It needs to be updated regularly. Keeping your knowledge base up-to-date means your agents have quick access to the right information which improves your first call resolution rates. Improved FCR, in turn, increases your customer satisfaction rates.
Listen to your end-users’ feedback on various articles and tweak your knowledge base based on it. without the feedback, you don’t know which articles are actually serving the purpose. Enabling your customers to provide feedback boosts the quality of your knowledge base.
Have a Knowledge-Centered support approach:
Knowledge-centered support empowers your customers to help themselves and lets your help desk agents focus on other high-priority matters.
KCS yields better results and ensures a reduction in the number of incidents as our client institutions experienced with Lexicon. The end-users of Lexicon powered institutions like Colorado Community College System were able to solve approx. 50% of their support issues themselves by referring to our comprehensive knowledge base.
There you have three important tips for strong knowledge management. Now go and implement these to streamline your self help knowledge base.
To know more about Lexicon and how you can cut your help desk costs with it, drop us an email at sales@blackbelthelp.com or call 844-255-2358.
Anthony Banford is an esteemed executive with 19 years of experience in technology, consulting, and education. He begins his latest chapter as Chief Revenue Officer at BlackBeltHelp, aiming to innovate in the higher education support industry. His move follows a successful stint as Head of Revenue at StudentBridge since March 2023, where he significantly contributed to the company’s merger with Full Measure Education, enhancing its service offerings.
Todd Hollrah joins BlackBeltHelp bringing 25+ years of experience managing service delivery operations for several Fortune 500 clients around the globe. After a distinguished career as an executive in the BPO industry, Todd will provide critical insight into building an exceptional customer experience combining both live voice and automated solutions.
Inspired by a family computer that always needed fixing, Chris Uthe has submerged himself in business and technology for the last 20 years. His first company, a PC repair and networking business, was started at just 16 and successfully fueled a deep interest in solving problems as he helped business customers throughout his hometown adopt technology into their business. He would go on to successfully run a media & managed IT company before joining the Ed Tech industry with a successful 13-year tenure within an ERP/SIS company leading the Student Portal & Learning Management division. His last startup, EdSolio, helped to fuel the winds of competency-based education by providing a comprehensive view of a student’s work and achievements. Chris is now focused on creating successful learners by ensuring the highest quality help and support through the use of AI backed toolsets spending the last 3 years in the student engagement and support markets.
Quaiser Absar is the Chief Technology Officer and Director of Institutional Computing at Shenandoah University in Winchester, Virginia.
Bringing in over 2 decades of experience with him, Manish has ensured seamless operations in terms of client delivery, reporting & analytics, quality, training, and transitions with a special focus on technical integrations to help reduce costs and improve the bottom-line.
Anthony has served higher education in diverse, leadership roles for over 30 years and has helped organizations thrive through his expertise in developing, analyzing, and executing growth strategies. Prior to joining BlackBeltHelp, he served in College Administration as well as in leadership roles within Blackboard Student Services and Ellucian, Inc.
Accomplished IT Specialist and Manager with extensive experience in a higher education setting and demonstrated abilities to effectively manage both student and professional staff. Self-motivated problem solver, who is skilled in managing many issues and prioritizing their importance to find resolutions in a timely and effective manner. Possesses strong abilities to adapt to new technologies by extrapolating from existing experience. Possess first-rate communication and collaboration skills to work with diverse groups effectively.
Lila Buytendorp has been serving as the Director of User Services at Moraine Park Technical College (MPTC) since 2000. In this role she is responsible for staff & lab desktop computing and end user support. She guides and supports technology based on the curriculum needs and ensures technology is implemented to support the emerging needs of the college. She builds and supports integrated systems to improve efficiencies and uses technologies to support data-driven decision making. Lila is a member of the Capital Projects Planning and Design Committee to ensure new or remodeled facilities have appropriate technology.