Important Tip for Remote IT Support
If you’re using (or plan to use) remote support software for assisting clients, you need to develop a knowledge base for two basic reasons. One, you can increase the amount of information available to your customers. Two, you can reduce the number of support requests from customers. By lowering the demand placed on your remote desktop staff, you also free these people up to provide superior service to customers and to improve their systems.
As you build a knowledge base among your IT support services, aim for these three objectives:
1) Enhance customer satisfaction with your service or product.
2) Lower costs and manpower hours.
3) Maintain consistency and accuracy to users, including staff and customers.
To achieve these ends, businesses should incorporate several components into their knowledge bases, such as:
Images. Photos and screenshots illustrate the information you hope to communicate.
Interlinking. Since individuals often have new questions that piggyback on their original questions, include links to relevant articles to keep the conversation going.
Regular updates. The IT industry changes constantly, and so should your knowledge base. Replace outdated articles often to keep readers informed.
Identifiable voice. Although not all articles need to be written by the same person, they should share a similar tone and terminology. A style guide helps keep all writers on the same page.
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