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Article Title:
Implementing Online Web Support with Knowledge Base Software

Article Description:
Whether you are managing staffing or simply attempting to keep up 
with increasing support demands, online Web support is proving to 
be a useful cost cutting avenue for resolving customer support 

Additional Article Information:
437 Words; formatted to 65 Characters per Line
Distribution Date and Time: Thu Apr 27 01:23:44 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:


Implementing Online Web Support with Knowledge Base Software
Copyright © 2006 Anne Sych
Novo Help Desk Software

Whether you are managing staffing or simply attempting to keep up 
with increasing support demands, online Web support is proving to 
be a useful cost cutting avenue for resolving customer support 

On the market today are many affordable Knowledge Base Software 
solutions that easily integrate with your current website to 
provide online support to your clients.  Knowledge Base Software 
is available in hosted and non-hosted versions and can be 
purchased according to the number of administrators needed to 
manage the articles.

Transitioning to an online support environment is not 
complicated; the most time consuming component is "placing" your 
content into the knowledge base.  When considering products, look 
for software that allows for easy importing of word processing 
files, uploading images, as well as accommodating searchable 
file attachments.  In no time and with little manpower, company 
documentation can be efficiently organized into the knowledge 
base tree.

Shifting the mindset of your customers to a self-help scenario 
need not be a scary endeavor. The following are a few of the 
recommendations highlighted in a report published by the 
"Association of Support Professionals".*

Encourage customers to search the Web first:

Web support should be emphasized in company publications as the 
preferred method of support.  Customers using telephone support 
can often be coaxed to try web support through "on-hold 
recordings" recommending the speed and simplicity of this 
Web service.

Fine-tune your Web navigation:

Often small changes in your current website navigation can result 
in huge gains for self service.  For example, replace typical 
support contact email addresses with prominent links such as "Ask 
a Question" or "Find Answers" that link directly to the knowledge 
base.  Duplicate the links in multiple locations throughout the 

Post new knowledge base content quickly:

When your telephone support staff gets issues that are not 
addressed in the knowledgebase, create a system where they 
promptly send an alert to knowledge base administrators.  Some 
knowledge base systems allow end users and/or telephone support 
staff to create new articles on the fly, which get sent to admin 
for approval. This keeps the knowledge base constantly updated.

Look for new ways to leverage support site investments:

The infrastructure of a Web support site can sometimes handle 
other customer-related tasks such as downloads and the 
distribution of beta information.  The architecture is in place 
and the interface is already familiar to the customers.  Security 
can be set by administrators as desired to manage permissions.

Soon your customers will be empowered to find answers to their 
own questions on your website, all-the-while saving your company 

* Doing More With Less, Published by The Association of Support 
  Professionals, pgs. 2-3.

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>, 
Knowledge Base Software and suite of web-based Customer Support 
Solutions are available.  Contact: [EMAIL PROTECTED] for 
more information.



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