Importance of a knowledge base in a help-desk software solution

Knowledge management is a concept, whereby, companies organize and present information to their customers regarding product usage. Knowledge management involves the use of a knowledge base to store solutions on problem issues, which can be referred to at times when the problem re-occurs. Customers can read up such information and use the knowledge to clarify their issues. This way only issues not addressed by the knowledge base or issues which are very complex and therefore require attention from the help-desk staff need to routed to the help-desk by the customer.

Having a help-desk software solution with a knowledge base will save an organization time and money. It will also simplify the task of providing help-desk support services to customers. You will find that about eighty percent of calls to the help-desk are questions which are repeated. Installing a help-desk system with a knowledge base will reduce the operating costs and the cost of employing staff in handling repeat questions. Customers simply have to log into the help-desk system and read information pertaining to their enquiry or problem.

You will find that a good help-desk software solution to be one which includes a knowledge management component called a knowledge base. Look for a solution that has a knowledge base with multiple layers. This way you can store information in the hierarchical form. It should include search mechanism and you should b able to carry out searches in the knowledge base using keywords or Boolean expression.

Some knowledge base allows users to provide feedback on whether the information provided was useful or not. See if your help-desk solution's knowledge base asks you to rate it's answers.

As your business grows, your knowledge base will also grow as new information will be constantly added to it. Your software solution must be able capable of handle the increasing demands of your business as well as handle the growth of your knowledge base. Thus, it is important to select a help-desk software solution which can handle a growing a knowledge base.

Help-desk solutions may come with different types of knowledge modules. The three important knowledge modules are pre-populated, home grown, and structural. Look into the advantages of each type before selecting a help-desk software solution.

Joushua James - Help Desk Software Solutions

Typical features of a help desk software solution

Help-desk software solutions are solutions that help you to manage your help-desk activities more easily. A company's help-desk is the point where customers reach out to, in case, they need clarifications on the usage of a product or if they experience any trouble with a product's functionality. Customers take to the help line when they want to understand more about the features of a product they are considering to purchase. Managing such customer calls can be done efficiently using a help-desk software solution.

A typical help-desk software solution will record and track every call received at the help-desk. A trouble-ticket generate screen is used to record customer details such as the customer's name, phone number, the type of trouble encountered by the customer and the priority to be assigned to the trouble-ticket.

The software will record details such as the staff to whom the trouble-ticket is assigned and who will be responsible for resolving the issue. It will also track the status of each trouble-ticket, for example, it will display that a trouble ticket is in-progress status, when its issues are being tackled. Every entry made against the trouble-ticket, whatever be the status of the trouble ticket, is date and time stamped. For example a trouble ticket could be in the assigned status and you can see the time and date in which it was assigned to a particular staff.

The software usually includes features by which the administrator can view a list of new and open trouble-tickets according to a sorting functionality. For example, the list could be viewed date-wise or according to the type of trouble ticket. This way the administrator is aware of tickets that are resolved and those which are pending and have to be attended to by concerned staff.

One of the most important features provided by a help-desk software solution is the report functionality, by which reports can be generated for record purposes. Sometimes, the report can also be exported to Microsoft excel.

Some solutions can be configured according to a client needs to send specific notifications to mangers or key personnel. For example, the system could be set-up to have different types of alerts such as a level one alert, level two alert and so on. A level two alert could be one which sends an e-mail informing the number of trouble-tickets having a high priority and which is still pending to the designated staff every two days.

Looking into the features of a help-desk software solution will help you to understand how the product will automate the work you carry on at your help-desk and aid you in selecting the product most suiting to your requirements.

Joushua James - Help Desk Software Solutions

Get the Most From Your Call to Technical Support

I have spent a lot of time taking help desk and technical support calls. I often wonder how much of my time is spent actually solving problems over the phone as opposed to dealing with all the other things that don't relate or hinder the troubleshooting process. I decided to make a simple little guide that everybody should follow when calling a support line or their help desk for their technical related problems.

1. Stop complaining and let me solve your issue
 

Us people that take support calls, we are problem solvers. We want to solve your problem and get you off the phone. Ok, so your issue has been happening for a while, and you've been dealing with other people in my department, I understand that. Can we please get to solving what you called for please? If I can just do that, there will be no reason to complain. I can understand some level of venting, but when it goes on forever it hinders our ability and desire to help you.

2. Follow our direction and do nothing else

Call, describe your problem and then let us take over. It's now time for us to direct you now. Click only where we tell you to click and type only when and where we tell you to type. Forget about the screens you were on before or other areas where there was a problem. Bouncing around and doing your own thing will only result in a longer call.

3. Don't say that you are a tech

If you are a computer tech yourself and you feel you are going to win points with the tech you are calling by saying "I'm a tech.", forget about it. Understand that 9 out of 10 people that claim they are "techs" aren't able to follow the simple direction they are provided. If you truly are a tech, you won't need to tell me, because I will know just by the way you follow direction. I also know you want to solve the issue now by trying your own things in the middle of what I'm trying to tell you, but please see #2. People that say they are technicians are the #1 violators of rule #2.

4. Have the error message written down

If there was an error message, please be sure you can recite it to the tech when you call. That way we can search for it in our knowledgebase or on the internet and come up with a quick solution. If you don't have the exact error message VERBATIM, it helps us very little. Don't just make up an error message that sounds similar to what you read.

5. Be in front of the computer when you call

It amazes me how many people call and think that a problem can be troubleshooted while they are on their morning drive miles away from their computer. This should be a no brainer, but I guess people feel they are somehow saving time instead of wasting mine.

6. I can't help you in getting compensation

If you want money back because your computer problems are making you suffer, I can't do anything about it. Seriously! I have no "pull" in that direction, nor do I care to. Take all that up with your salesman or our billing department. We are problem solvers. We solve the technical issue you are having and that is our only function.

7. No, we don't know it all

Some people expect all of the answers to their problems right now. They get frustrated when they don't get them right away. Please understand that things need to be researched and that may take time.We also may give information that is not true from time to time. Again, we don't know it all and we are human and may slip up from time to time. It doesn't mean we are stupid or have less knowledge than somebody else.

8. Before calling support, please try restarting your computer

I hate asking people to restart their computer, but sometimes I have to. Sometimes I don't even remember to ask until an hour into the call because this should be tried by the user before they even call. Computers malfunction and sometimes just need to be restarted. If that does the trick, then move on. By doing so you avoid wasting our time and your own.

9.Be sure you are calling the right people
 

Check to make sure the product you are using is supported by the people you are calling. If you bought a Dell computer loaded Adobe software on it, Dell is not going to help you with it. They know nothing about it. Call Adobe.

Most tech's really want to help you out, although there are a few that have a bit of attitude. In that case, ask for a manager, or just hang up and call again to get somebody else. In most cases though, you can simply follow these guidelines and you will be ensured your problem gets solved as quick as possible.

This article is featured at Technipages where you can find articles and downloads related to anything technical. Submit your own technical article or post a message at the Computer Help Forum to obtain free computer help

Web-Based Learning Management Systems Deployed in Customer Support Settings

In many respects, e-learning has matured as a technology and industry. Today we will look at how web-based learning management systems can and are being used as part of the customer support function in a company or organization.

What is a learning management system?

Learning management systems (LMSs) are web-based software application platforms used to plan, implement, and assess learning processes related to online and offline training administration and performance management. LMSs provide an instructor a way in which to create and deliver content, monitor learners’ participation, and assess student performance. They also provide learners with the ability to use interactive features such as threaded discussions, web conferencing, discussion forums, and other methods of communication.

Where and why are learning management systems being used in customer support settings?

LMSs are being used in business-to-business, high process, value added, and technology-oriented business environments in industries like telecommunications, advanced electronic technology, semiconductor manufacturing, insurance, banking, medical products manufacturing, and others. Learning management systems are being used in customer support settings because they can be a cost-effective solution to providing customer and performance support for a company’s products and services.

Why is it cost-effective to use an LMS for your company’s customer support operation?

Learning management systems can be used to create a library of custom online courses that demonstrate how to use your company’s products and services. The course can be updated at will, so you’re not paying every three months to print new product guides and support manuals.

LMSs can be used to track and monitor your customers, instead of using a bunch of spreadsheets. This is very effective in scenarios where customers must be certified in order to use your products and services. The learning management system can be set up to notify a user when their certification is set to expire using an email tickler so they can recertify on your product.

What other features in learning management systems can be used for the customer support function?

A good LMS comes with a help desk feature that can be used for 24/7 customer support. Learning management systems can have integrated web conferencing technology which can be used in a number of ways to support customers such as synchronous training used in product implementation; a web conference on a new feature set that can be archived for later viewing; actual, on-the-spot tech-support using the “share your desktop” feature so your tech can go in and fix any problems necessary; and more.

LMSs can have a built in survey tool that allows you to query your customers with the results stored in the learning management systems database for later use. Learning management systems can have a single sign-on/e-commerce registration feature that can be used to sell add-on features. They also may have events management/seminar logistics add-on application that can help you manage both your off-site and onsite customer support training, and much more.

A company can realize effective resource planning and substantial cost savings by using learning management systems in customer support settings. Even greater gains in productivity and cost savings can be achieved using a learning management system in hosted business model environment. The virtual customer support campus is created to have the same look and feel as the company’s web site. Since the customer support campus is hosted and maintained on the learning management systems providers’ servers, the company only pays for set-up, its level of desired functionality, and usage. In conclusion, web-based learning management systems can be a very useful, cost effective way to manage a company’s customer support function.

Dave Boggs is the founder and CEO of SyberWorks, Inc. He has been involved with computer-based and web-based training for more than twelve years. Before founding SyberWorks, Dave was the VP of Sales and Business Development for Relational Courseware. He holds a Bachelor of Science degree in Physics from Union College in Schenectady, NY, and an MBA from the Kellogg School of Management at Northwestern University in Evanston, IL.