Free-Reprint Article Written by: Anne Sych 
See Terms of Reprint Below.

* This email is being delivered directly to members of the group:

We have moved our TERMS OF REPRINT to the end of the article.
Be certain to read our TERMS OF REPRINT and honor our TERMS 
OF REPRINT when you use this article. Thank you.

This article has been distributed by:

Helpful Link: 
  The Digital Millennium Copyright Act - Overview


Article Title:
Knowledge Base & Help Desk Unite For Customer Self Support

Article Description:
Effectively managing customer support demands is a key element 
in successful business operations, and with call loads steadily 
increasing, more and more companies are turning to Customer Self 
Support solutions.

Additional Article Information:
320 Words; formatted to 65 Characters per Line
Distribution Date and Time: Fri Apr  7 04:44:58 EDT 2006

Written By:     Anne Sych
Copyright:      2006
Contact Email:  mailto:[EMAIL PROTECTED]

Article URL: 

For more free-reprint articles by this Author, please visit:


Knowledge Base & Help Desk Unite For Customer Self Support
Copyright © 2006 Anne Sych
Novo Help Desk Software

Effectively managing customer support demands is a key element 
in successful business operations, and with call loads steadily 
increasing, more and more companies are turning to Customer Self 
Support solutions.  A survey published by the Association of 
Support Professionals revealed that the average cost to resolve 
a support issue by telephone was $27.78, to resolve by email was 
$28.78, while to resolve by web self support was only $3.75.* 
Reducing costs while empowering customers has invoked a trend 
in Customer Self Help services.

Help Desk Software with an integrated Knowledge Base allows 
website owners to provide a web based communications channel 
allowing clients to resolve their own issues.  Self Help content 
is placed into "articles" which are readily available for 
retrieval through the portal.  The customer can simply go to the 
website and search for an answer to his issue.  Search relevancy 
displays search results with the most relevant articles listed 
first, making it easy for the customer to quickly find what he 
is looking for. 

Typical knowledge base capabilities allow searches by keyword 
phrase or through a topic tree.  A good knowledge base includes a 
Natural Language Engine, which provides better search results by 
eliminating unimportant words, a Thesaurus Engine, allowing for 
better search results by expanding related words and Search 
Filters, providing the ability to use broad or narrow search 
filter classifications.  Useful tools also include recently added 
articles, most searched for articles and article ratings by other 
users. In the event a quick answer is not found, the customer can 
enter a ticket through a web help desk ticket or email.  

Web self service allows customers 24/7 service through your 
website and since support tickets are deflected, the volume of 
inbound calls is reduced. Companies save money by maintaining a 
lean support staff and customers can help themselves with an 
overall improved experience.

* The Economics of Online Support, Published by The Association 
  of Support Professionals, p.4.

Written by: Anne Sych, Marketing Manager for Novo Solutions, Inc.

Novo Solutions, Inc., is an Independent Software Vendor (ISV) 
in Virginia Beach, Virginia specializing in Customer Support 
Software. Free trial versions of the <a href=>Novo 
Help Desk Software</a>, 
and suite of web-based Customer Support Solutions are available.
Contact: [EMAIL PROTECTED] for more information.



TERMS OF REPRINT - Publication Rules 
(Last Updated:  April 7, 2005)

Our TERMS OF REPRINT are fully enforcable under the terms of:

  The Digital Millennium Copyright Act


*** Digital Reprint Rights ***

* If you publish this article in a website/forum/blog, 
  You Must Set All URL's or Mailto Addresses in the body 
  of the article AND in the Author's Resource Box as
  Hyperlinks (clickable links).

* Links must remain in the form that we published them.
  Clean links should point to the Author's links without
  redirects having been inserted into the copy.

* You are not allowed to Change or Delete any Words or 
  Links in the Article or Resource Box. Paragraph breaks 
  must be retained with articles. You can change where
  the paragraph breaks fall, but you cannot eliminate all
  paragraph breaks as some have chosen to do.

* Email Distribution of this article Must be done through
  Opt-in Email Only. No Unsolicited Commercial Email.

* You Are Allowed to format the layout of the article for 
  proper display of the article in your website or in your 
  ezine, so long as you can maintain the author's interests 
  within the article.

*** Author Notification ***

  We ask that you notify the author of publication of his
  or her work. Anne Sych can be reached at:

*** Print Publication Reprint Rights ***

  If you desire to publish this article in a PRINT 
  publication, you must contact the author directly 
  for Print Permission at:  


If you need help converting this text article for proper 
hyperlinked placement in your webpage, please use this 
free tool:


ABOUT THIS ARTICLE SUBMISSION is a paid article distribution 
service. and 
are owned and operated by Bill Platt of Enid, Oklahoma USA.

The content of this article is solely the property 
and opinion of its author, Anne Sych



1. Print the article in its entirety. Don't make any changes in the article . 
2. Print the resource box with all articles in their entirety.
3. Send the Author a copy of the reprinted article or the URL 
  where the articles was posted.

Anything short of following these three rules is a violation 
of the Authors Copyright. 
Yahoo! Groups Links

<*> To visit your group on the web, go to:

<*> To unsubscribe from this group, send an email to:

<*> Your use of Yahoo! Groups is subject to:

Reply via email to