| Posted by pixelvibe, 12-16-2004, 02:21 PM | | We're hoping to create a knowledge base on our site for our clients of common questions. IE, how do I create a new email account in cpanel? or how do I point my nameservers? or how do I access my email? or how do I setup outlook?
Are there any pre-packaged solutions out there? If it comes down to my staff and I actually having to write all of it out, its probably not worth it then...it would just drive me up the wall, and take forever!!
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| Posted by VanHost, 12-16-2004, 02:30 PM | | While it make take a bit of time to create one yourself, it is WELL worth it. If your customers can get an instant answer to their question without having to contact support, they are more than happy. Not to mention, that it is one less ticket your staff had to respond to. Over time, this saves both time and money.
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| Posted by pixelvibe, 12-16-2004, 02:34 PM | | VanHost! Your Hired! Start writing! LOL! j/k...
But really, there's a big market here if you can write a knowledge base that can be customized. Hrm, maybe a new project? Sounds like I have a busy few weeks ahead of me!
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| Posted by VanHost, 12-16-2004, 02:37 PM | | Hehehe...I guess I deserved that, eh? I'll write your KB, and you can track down my delinquent customer
Honestly, nothing says that you have to write your entire KB all at once. Whevener we find that we are answering the same question more than 3 times, we add it to our KB. Over time it will build up and a good percentage of customer inquiries will already be answered.
Not to say we won't have to answer any tickets, as there are going to be questions that the answers are listed, or the customer simply won't read/search for the answer
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| Posted by WHRKit, 12-17-2004, 10:29 AM | | You could also look at tutorials like the ones from DemoDemo. It even goes a step further than what you are trying to do.
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