Reduce the load on the support service Speed

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The complexity of the product affects the likelihood of errors, but users are not very interested in these patterns and reasons - the main thing is to eliminate the "obstacle" as quickly as possible. To do this, customers of paid products contact technical support with the hope of getting the fastest solution to the issue or problem, but, as is often the case, they themselves become the reason for delaying the desired result and increasing the time it takes to complete the request. To help users avoid such situations, as well as increase the speed of response from front line employees, ask customers to adhere to a number of simple rules that: ​​up the response to the question Makes it easier to provide a detailed answer Recommendations for users before contacting support Search for an answer in the knowledge base Knowledge Base 90% of requests are resolved by reading the documentation or watching a video tutorial.



A number of issues are easier to resolve by france phone number list calling, but for requests on typical issues, it would be better to first read the documentation - presumably the answer is already in the instructions. - Do you see the documentation? - No. - But it is there. What is knowledge management and why does an organization need a knowledge base? Read also What is knowledge management and why does an organization need a knowledge base? Read more An interesting fact to analyze is that ignoring the knowledge base shows users how the documentation and interface are organized.



Clients write the same questions because there is no suitable article that would close the question or it is problematic to find information on the site. The number of typical requests will decrease if you remind them about the existence of the knowledge base and provide an intuitive path to the documentation. Specify the essence of the appeal The essence of the appeal As the performer, provide an example of the desired presentation of the "body" of the request and list the essential data necessary for the correct understanding of the question and interpretation by support staff.