Do you really need a knowledgebase?

[energizedit]

If you have a knowledgebase can you tell me if your clients actually use it? I think I would prefer to just disable this feature in Client Exec.

Mark

[inconspicuous]

I think that a knowledgebase is important unless you have a wiki or forums (other searchable places where customers can find answers.) Ultimately the purpose of the knowledge base is to reduce support costs by helping customers answer their own questions.

If its not full of articles though, its just going to be sad. Maybe best to disable it until you have time to populate it (writing is very time intensive imo.)

[Hosting24]

I believe it's a MUST HAVE. Sure, 99% of persons are too lazy to read FAQ or knowledgebase before contacting support team (well, they just waste their time because they need to wait for support longer), but it's still useful for remaining 1% of customers.

[pgge3]

It's absolutely important the knowledge base. Many of my customers use it before they ask for support.

[Hosting24]

You got really intelligent customers then. Congrats!

[holdfire]

Just when I thought no one ever looked at the knowledgebase (I started to ignore it and let it gather dust) I had more and more people bring things to my attention that were VERY outdated.

I think it's best to give the client the option to view it or not. There are some that might end up finding on their own from searching or those that frequently check for articles that are pertinent. It can also help improve SEO and google searches; I know a lot of my articles are hit up from other people googling and coming across them.

I help my own clients and others too apparently ;)

[Steve-Hostirian]

I think it's important to have a knowledgebase, whether or not the majority of your clients use it. It adds more than detracts from your site.

[supportivhost]

A knowledge is good to give a first impression about your services.

[krupux]

Hmm, yes, I'm terrible with writing user guide. Anyone maybe has a template for them?

[Hosting24]

I don't think there is KB template. It should be difficult to write KB entries yourself

[SysHosts]

Depending on what software you use there are some companys out there that sell the SQL information for a KB system on WHMCS and Clientexec, WHMCS members sometimes give you them aswell on there forums :) just be warned can be risky....

But the answer is a yes, knowledgebases are a must.

[suppleSupport]

A good knowledgebase is necessary to minimize support tickets. Most clients just have the same questions over and over.

[ayesh]

Of course man.I agree with you.

[DediServ]

I think knowledgebase is very useful. Some people are to lazy to read it, they prefer ask support, but some are reading this, and says that it was useful for them.

[Patrick.N]

Knowledge bases are good as they can free up clients from mailing you for support, most of the time they will be able to help themselves using the knowledge base.

[arbet]

I usually refer customers to my knowledgebase while answering support tickets. So next time, they'll look at the knowledgebase before contacting support :)

[Alex]

Excellent use for the KB; this has dropped our newbie tickets by at least 60% in the last few years..

[~ServerPoint~]

Customer web self Service software, track and Report, Online FAQ software.
I believe that it will be really useful without doubt.

[HVH]

I think a good KB is needed. This can cut down on the amount of tickets or live chat requests which could cut costs.

[Pyronaut]

Even if your customers never look at it before opening tickets, it is almost a canned reply bin where you can reply in the ticket with the link instead of having to explain to each individual customer.

[~ServerPoint~]

If you have a knowledgebase can you tell me if your clients actually use it? I think I would prefer to just disable this feature in Client Exec.

Mark


There's no need to be a programming genius or a code expert. As a matter of fact, you don't need to know any of that. With the customer support capabilities and instant information access, anyone can get a website started.

[mwaraitch]

Its good to have it, because most of the people read knowledgebase because they don't know about various things, so one must h ave it..

[vibesh]

Thanks for sharing this nice info with us.
hoping more from u.

[ron_ff]

If you have a knowledgebase can you tell me if your clients actually use it? I think I would prefer to just disable this feature in Client Exec.

Mark

to be honestly, it depends on your client.

Nowaday, almost everything, you can search it via by google.

But most client will not do that, just submit ticket :D

[vibesh]

yes, i agree with u.
thanks for sharing this nice info .