Cut Your Help Desk Costs and Empower Your End Users with BlackBeltHelp’s Knowledge Base!
Studies reveal that approx. 70% of customers prefer to resolve their issues on their own.
BlackBeltHelp’s Lexicon is a public knowledge base that empowers an institution’s students and faculty to solve their problems on their own, cutting down the institution’s help desk costs and reducing the resolution time. Lexicon, a self-help website enables the end-users to address their problems and ensures greater levels of customer satisfaction. It acts as a storehouse of information that the customers can explore to obtain the desired bit.
From enabling your help desk agents to find the right answers faster to student self-service, Lexicon works like google search to provide your end-users with a platform to solve their technical problems.
BlackBeltHelp’s Lexicon entails the following features:
- Help customers help themselves
With Lexicon, you can publish your knowledge base at your institution’s website, customer (or partner) service portal, or embed it into a public customer community. When your end-users solve their issues on their own and don’t call the help desk for every small inconvenience, the number of interactions gets reduced and you, as a higher education institution, are able to cut the costs considerably. Since your end-users’ tickets don’t get queued up and they don’t have to wait for someone else to solve them, it results in better customer satisfaction rates for your institution. The students can raise tickets using the web form feature in the Lexicon itself. Thus, it functions to reduce the number of tickets as well. - Streamline your knowledge management process
You can update and maintain articles in Lexicon while leveraging reports for smarter decision-making as the website comes with analytics features. If a particular article is not helpful, the end-user has the option of reporting it and it can then be amended, edited, or deleted. A well- managed, up-to-date knowledge base becomes easy for your end-users to navigate and extract information from. - Improve your help desk agents’ productivity
Lexicon’s cloud-based knowledge base can also be used by your help desk agents to easily locate, access, and provide accurate answers to customers. Agents can also contribute to the knowledge base to ensure that the right answers are always accessible to the whole team. - 4. Send Instant Alerts to your end-users
The insta alerts portlet provides administrators with an easy way to communicate valuable information to the users. Users get a unified view to check application up/down status. For example, if your institution’s LMS is down, the admin can put the alert on Lexicon informing students about the same.
Why your institution needs Lexicon:
- Reduces help desk costs
- It is cost-effective
- Reduces the number of tickets
- Empowers end-users
So, if you want to cut down help desk costs and empower your end-users, sign up for a demo today!
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.